CGI

Managed Network Services

CGI's Managed Network Service provides the ability to manage and maintain client Network infrastructure. Provided as a full end to end managed solution, or in collaboration with the client, management burden is reduced, helping to free-up customers’ technical resources allowing them to concentrate on helping grow and improve their businesses.

Features

• 24x7x365 proactive monitoring of systems with real-time alerting
• Network services managed from UK sovereign NOC
• Centralised point to monitoring, control, and operation
• All services backed up by CGI’s UK 5* Service Desk
• Single Point of Contact for multiple network suppliers
• A variety of service options to suit clients’ needs
• Compliance support for regulatory requirements and industry standards
• Proven ITIL-aligned operational processes
• Routine patch scheduling and management
• Best-in-class management tooling, processes, and resources

Benefits

• 24x7x365 monitoring of systems with real-time alerting
• Predict and prevent incidents before they occur
• Enhanced security compliance through greater visibility
• Adherence of governance, regulation, compliance
• Improved data accuracy
• Standardisation, consolidation, and automation of routine operational tasks
• Access to certified network professionals
• Enhanced user experience
• Operational optimisation to achieve cost reduction
• Minimise system downtime, avoid disruptions to business operations

£720 to £1,300 a unit

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

476798407888047

Contact

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

Planning

• Planning service: Yes
• How the planning service works: With regard to Managed Network Services, we provide the planning of enhancements, improvements and upgrades to your network. Continuous Service Improvement (CSI) is embedded in CGI’s Client Partnership Management Framework (CPMF) and is the golden thread that runs through our services. CPMF includes defined processes and ways of working to continually improve the services that we deliver.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: CGI operates an established and proven Service Delivery Model that will underpin the delivery of the Managed Network Services. The model, known as our Client Partnership Management Framework (CPMF), is part of CGI's Management Foundation, our ISO9001 certified framework that governs all aspects of CGI's business. It covers all delivery aspects from project inception, transition and throughout live service. It is updated though a process of continuous improvement focused at driving improved efficiency and quality of service. The framework is fully aligned to ITIL best practice.
• 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: CGI's tailored quality assurance and performance testing processes provide unparalleled reliability and efficiency as a cornerstone of our data centre management services. Our ITIL v4 aligned structured approach prioritises workload efficiency, reliability, scalability, and security to ensure your network operates at peak performance. Leveraging real-time monitoring tools, we proactively identify and address potential issues, optimising operational performance while ensuring compliance with industry standards.

Security testing

• Security services: Yes
• Security services type: Security design

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: CGI operates an ITIL compliant, award winning service management solution, a mandatory element of our service to ensure seamless delivery of service and ongoing support. ; ; Services include: ; • Continual Service Improvement ; • Network Control Bridge; • Major Incident Management ; • Problem Management ; • Change Management ; • Availability and Capacity Management; • Service Level Management ; • Configuration Management; ; The CGI Networks Control Bridge operates during normal UK business hours Monday to Friday and extends up to 24x7 subject to business need. ; ; Network support is facilitated by remote access. On-site attendance is provided subject to business need.; ; CGI will provide an event monitoring service for the Managed Network Service solution as part of its overall Service Management responsibilities. ; ; CGI teams will monitor events generated through alerts from its chosen monitoring tools.; ; Where service desk is not a CGI provided service, incidents will be passed to and logged by the client's service desk.; ; Service availability will be defined based on the specifics of a clients' Managed Network Service, and components therein.; ; CGI shall collaborate with the client to investigate and seek root cause for any Problems with investigation being handled by CGI.

Service scope

• Service constraints: • Minimum 12 month service term.; • Network monitoring 8x5 or 24x7 as required.; • Incident and problem management of the network service.; • Network component spares or an agreed vendor or 3rd party ; hardware replacement service.; • Network access to enable CGI to support the client environment.; • Service reporting against agreed KPI.; • Software updates and patch management against an agreed process.; • Defined service request catalogue and change management process.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 30 minutes 8x5xNBD or 24x7 depending on which service is elected.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: WCAG 2.1 AAA
• Web chat accessibility testing: N/A
• Support levels: The CGI Networks Control Bridge operates during normal UK business hours Monday to Friday and extends up to 24x7 subject to business need. ; ; Network support is facilitated by remote access. On-site attendance is provided subject to business need.; ; CGI will provide an event monitoring service for the Managed Network Services solution as part of its overall Service Management responsibilities. ; ; CGI teams will monitor events generated through alerts from its chosen monitoring tools.; ; CGI will provide a Service Delivery Manager.; ; - Where service desk is not a CGI provided service, incidents will be ; passed to and logged by the client's service desk.; - Where CGI is not providing a remote hands service, SLAs will be subject ; to remote hands support by the client.; - Service availability will be defined based on the specifics of a clients' Managed Network Service, and components therein.; - CGI shall collaborate with the client to investigate and seek root cause ; for any Problems with investigation being handled by CGI.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: 28/03/2024
• 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
  • 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.

  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: £720 to £1,300 a unit
• 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.