ENDAVA (UK) LIMITED

Service Desk

Endava operates an award-winning Service Desk which is the central hub for all IT queries.
The Service Desk is the single point of contact for the coordination of all User Centric Services, 3rd parties and internal support teams and collaboration between all customer suppliers, addressing all User Account Management needs.

Features

• Integrated Contact Centre.
• 247 Customer Support.
• IT monitoring services through advanced tooling.
• Smart Desk.
• On Site Services.
• Advanced ticketing system.
• Remote desktop support.
• Single point of contact for all End User Interactions.
• Spotless Major Incident processes in place.
• Highest level of customer service and professionalism.

Benefits

• High customer satisfaction.
• First contact resolution.
• Increased productivity of your teams,
• One stop shop for all IT service related queries.
• Less business disruptions.
• Enhance the overall User Experience of their IT Service
• Increased efficiency and productivity

£320 to £1,300 a unit a day

• Education pricing available

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 public.sector@endava.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

762901871936495

Contact

Jelena Jecmenic
+38651360032
public.sector@endava.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: Yes
• How the quality assurance and performance testing works: We work together with the development team to define the quality attribute testing strategy, paying special attention to creating a strategy that closely matches the runtime conditions in production environments. As an example, for performance testing activities, special attention should be paid to ensure: - Is the distribution of requests for load, stress and soak testing similar to the production environment? - Are the hardware resources in test and prod environments equivalent in terms of their processing capacity (CPUs, RAM, disk access speed, network bandwidth)? - Are the corresponding virtual servers equivalent? - Is a similar security infrastructure involved? - Are the corresponding databases of the same type (including vendor and version) and of the (approximately) same size? - Are the test data relevant? (e.g. performing large joins in prod to collect query data, and retrieving the same data without any joins in QA testing, would lead to irrelevant results) Then the architect assesses the appropriateness of the technical tools and approach being used. It is important that QA testing requests traverse all system layers exactly as production requests do. The architect should also be responsible for interpreting the findings and presenting their implications to stakeholders (including non-technical ones).

Security testing

• Security services: No

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: Endava's Service Desk has the capability to support organisations who have a wide range of services. The Service Desk acts as the single point of contact and is available 24x7.; Alongside the Service Desk, Endava can provide 2nd and 3rd line support and full Service Management to organisations.

Service scope

• Service constraints: None.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: A service level agreement (SLA) is an agreement between a service provider (either internal or external) and the end beneficiary that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.; 247 Support is available and incident SLA response time ranges depending on the customer agreement.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: A Service Delivery Manager will be established before service commences. A minimum of 80% of all calls per month answered in 30 seconds as standard with additional service levels at an additional cost.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: N/a
• ISO/IEC 27001 accreditation date: N/a
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC Type II Report

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  On climate change We identify aspects of our business that impact the environment and comply with all relevant legislation and regulatory controls in each of our locations. We consume material goods in moderation, extend the lifecycle of our IT equipment, and thoughtfully manage and reduce waste. We also play our part in tackling broader environmental issues by supporting local community projects. Our Environmental Reporting Steering Committee is a management level body responsible for managing day-to-day activities related to Endava’s environmental performance and mitigating environment and climate-related risks. This committee meets on a monthly basis and discusses and signs off on processes, controls and strategy as well as on environmental reporting methodology. It is also responsible for providing regular updates to the Endava Board. The Committee includes senior management from across Endava, including the CFO, Group General Counsel and Head of ESG. Endava We Care (Sustainability Report) - https://www.endava.com/who-we-are/sustainability-at-endava

  Covid-19 recovery

  Endava’s people volunteer their time and expertise to local causes, bringing our values to life in practical ways. In response to COVID-19, they stepped up, including by helping local communities build health and safety digital solutions, creating 3D printed face mask components when personal protective equipment (PPE) was in short supply, and organising a global fundraising campaign to support hospitals and charities. Endava We Care (Sustainability Report) - https://www.endava.com/who-we-are/sustainability-at-endava

  Tackling economic inequality

  As good corporate citizens, we are passionate about partnerships that support the communities where we live and work and the broader technology and services industry – it’s how we meaningfully bring our values to life. We are immensely proud of our social impact work over the past two decades – especially in our Central European locations, where we have supported local growth by providing sustainable career opportunities and joined local community projects. Endava We Care (Sustainability Report) - https://www.endava.com/who-we-are/sustainability-at-endava

  Equal opportunity

  Endava is a place where we can all be authentic and inspired and collaborate across boundaries as part of highly effective teams. Our aim is to create a working environment that offers both equality and equity of career opportunity based on merit, powered by development opportunities such as the Endava University learning platform, Pass It On sessions, and regular employee engagement by our CEO and senior leaders. Endava We Care (Sustainability Report) - https://www.endava.com/who-we-are/sustainability-at-endava

  Wellbeing

  To enable our people to grow and stay connected, we introduced Endava Wellbeing in 2020. The programme brings together a wealth of tools and resources organised around four key pillars – Mind, Body, Home and Community. The programme encourages exploration of the mechanics of the Mind, discovering the most critical steps in taking care of the Body, examining the need for digital detoxing at Home and learning about the important role Community plays in having a sense of belonging. Endava We Care (Sustainability Report) - https://www.endava.com/who-we-are/sustainability-at-endava

Pricing

• Price: £320 to £1,300 a unit a day
• Discount for educational organisations: Yes

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 public.sector@endava.com. Tell them what format you need. It will help if you say what assistive technology you use.