EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Contact Centre as a Service

DXC Cloud Contact Centre as Service is consumption-based operating expense, It eliminates fixed costs and technical debt, and the provision of a contemporary customer engagement experience enabled by modern technology, such as cloud-based operations, artificial intelligence, and flexibly configured application content that could be deployed at pace and at scale.

Features

  • Full suite of Cloud Contact Centre and associated services
  • Enterprise-class support included as standard at all service level agreements
  • A consumption-based managed contact Centre service
  • S3, CloudWatch, auto-scaling services, Platform X
  • 24/7 support (DevOps) and infrastructure automation
  • Highly resilient solutions across multiple AWS zones

Benefits

  • Focus on core operations while we manage your Contact Centre
  • Increase agility with automated deployment and 24x7 support.
  • Flexible, consumption-based cloud model; lower infrastructure support costs
  • Enhance Key Performance Indicators
  • Comprehensive assessment and migration services
  • Suitable up to OFFICIAL-SENSITIVE
  • Supported by UK Government SC and DV resources

Pricing

£557 to £1,822 a unit a day

  • Education pricing available
  • Free trial available

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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

5 2 8 4 6 9 3 8 5 7 2 8 2 8 5

Contact

EntServ UK Ltd part of the DXC Technologies Group DXC Frameworks Team
Telephone: +44 330 105 8389
Email: ukitenders@dxc.com

Service scope

Service constraints
None
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response time of less than 15 minutes for Priority 1 tickets
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
DXC provides enterprise level support on a 24x7 basis, backed by a comprehensive Service Level Agreement (SLA). The service includes Change, Configuration, Problem, Incident and Event Management. Endpoint Protection and Anti-Malware / Anti-Virus, Patch Management, Access Management. Data backup and restoration.

A designated Cloud Support Engineer is assigned to each customer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
DXC will provide a comprehensive package of technology and account support to help new customers onboard to the service.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data can be copied off customer VMs using SFTP or equivalent prior to contract end. Data can be copied off customer EC2 instances using SFTP or equivalent prior to contract end. Data can be extracted from databases using SQLDump or equivalent and then transferred as per above. For bulk transfers, customers can use AWS Snowball.
End-of-contract process
DXC provides notice of impending end of contract period. User can then recover data by a variety of means. DXC close services at end of contract, data is retained post contract until user confirms data has been recovered.

Using the service

Web browser interface
Yes
Using the web interface
DXC Cloud Contact Center supports Web Interface integration
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Functional testing
API
Yes
What users can and can't do using the API
All aspects of the Cloud Contact Centre service can be managed using the API.
API automation tools
  • Chef
  • Terraform
  • Puppet
  • Other
Other API automation tools
CloudFormation
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
All aspects of the service can be managed using the CLI.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
By Optimising Call flows and Automation to scale on demand and leveraging Bots
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Network
  • Number of active instances
  • Other
Other metrics
  • Service consumption
  • Survey
  • Agent & Customer specific Metrics
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
AWS

Staff security

Staff security clearance
Other security clearance
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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Interactions
  • Surveys
Backup controls
Backup schedules are agreed during customer On-boarding.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
VLAN
VPCs
SSO
Multifactor Authentication

Availability and resilience

Guaranteed availability
Resilience configurations offering server availability up to 99.99%
Approach to resilience
The AWS Global infrastructure is built around Regions and Availability Zones (AZs) to provide resilience and redundancy of deployed customer solutions. Each AWS Region provides multiple, physically separated and isolated Availability Zones (always with at least two datacentres) which are connected with private low latency, high throughput and highly redundant fibre-optic networking. Optimized Call flow & provide Multi Channel support Capability.
Outage reporting
Email alerts and dashboard

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to management interfaces and support channels is restricted through a combination of username and passwords, multifactor authentication, firewalling, IP restrictions, the use of bastion hosts as appropriate.
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd’s Register
ISO/IEC 27001 accreditation date
28/05/2018
What the ISO/IEC 27001 doesn’t cover
Available on Request
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
29/11/2016
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
N/A
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • HIPPA
  • FedRAMP
  • Cyber Supplier to Government
  • CHECK
  • CREST
  • Cyber Essentials
  • PSN Assured and PSN Protect

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
DXC information security policies and processes are accredited to ISO 27001 and comply with National Laws and Industry Policies where applicable.

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 conducted to ITIL Standards.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability and Patch Management are delivered in line with specific policies which are verified as part of the CSA Star and ISO27001 certifications.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Protective Monitoring is provided in line with GPG13 requirements.
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
Incident Management follows documented Security Incident Management Policies and Process which are verified as part of the ISO27001 and CSA Star Certifications.

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Amazon maintain their own datacentre certifications.

Social Value

Fighting climate change

Fighting climate change

As a responsible business, with a commitment to environmental sustainability, we set and exceed ambitious environmental goals to mitigate our climate impacts. Some of these commitments include:

• Implementing a virtual-first business model to enable a remote workforce, thereby reducing our office footprint, employee commuting and business travel
• Pursuing efficiency programs for offices and data centres to reduce energy consumption
• Procuring renewable energy to reduce carbon emissions
• Reducing waste generation, increasing recycling and working with suppliers to minimise waste and harmful environmental impacts
• Promoting sustainability and resource efficiency within our supply chain
• Designing solutions and services to optimise their environmental performance
• Providing sustainable products and services to help customers achieve their environmental goals.

This past year, DXC Technology have run the following initiatives to drive our environmental goals.

Green Skills Week – Our STEM (Science, Technology, Engineering and Mathematics) ambassadors organised a virtual activity for Green Skills Week, teaching 50 young people how digital transformation is driving the Green Industrial Revolution, and giving them work experience in the technology industry. The Green Skills Week is an initiative that supports the Government’s Green Industrial Revolution, whilst tackling unemployment.

Conservation Awareness – In 2021, our Lancashire office organised a series of virtual activities to mark the week of Earth day. Employees shared sustainability tips each day on our Facebook for Work platform, Workplace, and participated in a competition to ‘Build the Best Bug Hotel’ out of used, recyclable domestic materials, raising awareness for the concept of circular economy.

Awards
DXC Technology holds a Gold Award from EcoVadis for 2021, the world’s most trusted provider of business sustainability ratings. This places DXC in the top 5% of companies assessed by EcoVadis for environmental and sustainable procurement practices.
Covid-19 recovery

Covid-19 recovery

DXC Technology has implemented recommended COVID-19 Secure Requirements across our UK centres. These measures include:

• Maximising ventilation and fresh air on site. This has been implemented by maximising natural ventilation – such as opening doors, windows and air vents when possible
• Implementing several measures to ensure two meters of social distance between staff on site.
• Enhanced our site cleaning to reduce the chance of contact transmission.
• Our staff are committed to:
o Engaging and co-operating with the guidelines to ensure the controls are applied diligently
o Working from home – 90% of our UK workforce have a home-working arrangement, which has not only ensured the safety of our employees during the pandemic but also meant no material disruption to the delivery of vital services to our customers.

Supporting local Redundancies – Our DXC Erskine Technology campus hired over 70 local people who had experienced pandemic-related job loss, having worked in the hospitality industry, transport sector, and in Glasgow Airport. The new hires were retrained in end-to-end processes for rebuilding digital devices, enabling them to change their careers and move further into the IT industry. New hires were able to stay with DXC if they chose; while for some, DXC provided a temporary support net in a difficult time, and others it has been a positive, long-term career change.

Supporting Public Services - DXC also played a critical role in the continuity of vital public services, including providing the IT equipment and infrastructure underpinning the Nightingale Hospital in London and equipping the Government departments with the means to move large numbers of staff to home-working environments. DXC and its staff received wide-scale praise from Government for its vital role in supporting civil servants in unprecedented and difficult conditions.
Tackling economic inequality

Tackling economic inequality

STEM Learning Partnership
DXC Technology delivers its STEM initiatives in partnership with STEM Learning. DXC works with STEM Learning to find relevant, local opportunities for outreach across the UK, and continued to do this virtually throughout the pandemic. Through STEM Learning, it is possible for DXC to connect with any of up to 230,000 schools in the UK.

In 2021, DXC won the award for Most Inspirational North East Technology Employer North East STEM Awards. DXC Technology’s STEM Ambassadors were recognised for continuing to provide a variety of STEM activities online. Some of these activities include:

LGBTQ+ Diversity in STEM – DXC’s STEM ambassadors and our UK Pride Business Resource Group hosted a Lunch and Learn session on 23 June 2021 to mark Alan Turing’s birthday and commemorate the contributions he made to STEM and the LGBTQ+ community. The Lunch and Learn helped build awareness of the importance of LGBTQ+ figures in STEM.

STEM Role Models - STEM Ambassadors in DXC’s Early Careers programme created a video detailing their graduate and apprentice experiences in DXC as an IT company. The video was distributed in a virtual STEM pack to schools in the local Lancashire area to encourage young people to consider a career in STEM. The video helped make careers in STEM relatable by providing role models, ‘busting’ myths about working in the IT industry, and illustrating the diversity of career paths available.

Charity and Philanthropy
Many of DXC's charitable activities in the UK are run by DXC's employees. With the support of our DXC Cares Programme, we foster a culture where people can contribute to what is important to them. Staff are also supported to volunteer, enabling a greater impact in local communities. The DXC Cares Programme facilities our culture of community and voluntary engagement.
Equal opportunity

Equal opportunity

Equal Opportunities Policy
DXC Technology Equal Opportunities policy makes it clear that all current and former employees, applicants, customers, suppliers and visitors at DXC must receive equal treatment and that unlawful discrimination based on protected characteristics is prohibited. The policy applies to recruitment, pay and conditions, training, appraisals, promotions, conduct at work, disciplinary and grievance procedures, and termination of employment.

Mandatory Training
DXC requires all UK employees to complete mandatory online Diversity & Equal Opportunities training.

Anti-Harassment and Bullying Policy
DXC’s Anti-Harassment and Bullying policy prohibits the harassment or bullying of DXC staff including consultants, contractors or agency workers as well as our customers.

IDEAS Programme
The IDEAS Programme promotes Inclusion, Diversity, Equity, Allyship and Storytelling across the business.

Employers Network for Equality & Inclusion (ENEI)
In 2020, the ENEI helped DXC understand how to create an inclusive environment where diversity can thrive and develop our Diversity & Inclusion strategy.

Employee Resource Groups
DXC's Employee Resource Groups (ERGs) are local, passionate employees who work alongside the ideas programme to raise awareness and foster change.

The Dandelion Programme
The Dandelion Programme is DXC's initiative to recruit people from within the autism community.

Apprentices & Young People
DXC works with local colleges, universities and national training providers to hire apprentices into the UKI business.

STEM Learning Partnership
DXC delivers its STEM initiatives in partnership with STEM Learning, the UK's largest provider of education and careers support in science, technology, engineering and mathematics.

Awards
In 2021, DXC received top score of 100 in the Disability Equality Index the third consecutive year.

DXC won the 2021 Comparably Award for Best CEO for Diversity and was listed as one of Comparably’s 2021 Top Companies for Diversity.

DXC won the award for Most Inspirational North East Technology Employer at the 2021 North East STEM Awards.
Wellbeing

Wellbeing

DXC Technology Programmes
DXC Technology wellbeing initiatives in the UK and Ireland.

Mental Health First Aiders initiative and recognition platform
DXC launched a Mental Health Support Programme across our UK and Ireland region, where DXC Mental Health First Aiders (MHFAs) provide additional wellbeing support to DXC's people. Similar to certified first aiders (whose focus is on physical health in the Workplace), MHFAs will focus on the mental wellbeing of our people by offering support to those experiencing issues related to their mental health and wellbeing.

Employee Assistance Programme
The DXC Employee Assistance Programme (EAP) is a service designed for supporting the personal matters of our people, such as bereavement, family issues or tax support. The services are available 24/7, 365 days a year, and include counselling services, online CBT and critical incident support.

Support for Virtual First
DXC provides resources and support to employees to ensure their wellbeing is fully supported whilst working from home. Examples of these resources are below.
• Mindfulness Timeouts: Regular “Mindfulness Timeouts”
• DXC Gear: DXC’s internal Virtual First equipment provider.
• DXC University: DXC’s internal learning platform. It provides a range of advice, from saying socially connected, being productive, and virtual etiquette.
• Online Learning: DXC provides thousands of materials on wellbeing topics on DXC University, open and free to all employees.
• Building Resilience in Your Personal and Professional Life: Helps enable learners to stay productive, positive and professional during crises such as pandemics.
• DXC Remote Working Tips: is a handbook to help employees maintain their wellbeing whilst working remotely and work securely.

Wellbeing Events
• Mental Resilience Session
• Managing Anxiety Sessions
• Global Webcast: Building Care and Community Around Employee Mental Health
• Mental Health Workshop
• Alcohol Awareness Session

Pricing

Price
£557 to £1,822 a unit a day
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Services are available for proof of concept testing, as well as certain assessment services.

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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.