EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Workplace Support Services: Service Desk and Onsite

We deliver user support around IT for public sector organisations. We provide several support options, from ServiceDesk remote support, to Onsite support for the users. Our solution includes tools and innovations to deliver these services more efficiently: portal, automated service catalogue, digital agents, user experience monitoring and sentiment analytics.

Features

• 24x7 single point of contact for all IT-related incidents/requests/questions
• Full service management support: incident, problem, change, service request
• Multichannel capability: voice, portal, mobile app, chat, email, etc.
• Self-service portal option provides secure online access from any device
• Remote Device Management from the Service Desk
• Self-service tools: password reset, knowledge base, automated catalogue, vending machines
• Omnichannel digital agent, with >50% resolution rates
• Additional tools: experience and sentiment monitoring
• On-site support: resident or dispatched technicians
• On-site enhancements: Walk-in Support Centers and Vending solutions

Benefits

• Multiple flexible support options for greater user satisfaction
• Standard service levels and consistent pricing
• Quality, analytics and on-going service improvements
• Client-endorsed, award-winning service for delivery excellence and leadership
• Reduce support costs by combining support options
• Standards-based support that resolves incidents quickly, automatically and cost-efficiently
• Leverage state-of-the-art technology to reduce cost and improve user experience
• Increase productivity of your users through faster resolution, downtime reduction
• Benefit from our large library of automations, leveraging DXC experience
• Flexible options enable to support higher adoption and cost-efficiencies

£525 to £2,186 a user 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

933619246509354

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Planning

• Planning service: Yes
• How the planning service works: DXC Technology will assign a sales representative to work with you to define the options and build the service that best suits your needs, using the options available. A team of solution architects will support the definition of the solution, including how to move from the Current Mode of Operation (CMO) to the Future Mode of Operation. A transition and transformation plan will be outlined, and agreed with you before start of service.; ; When you make an order or ask for a quote, our support desk will acknowledge your request and give you a reference number you can use to track its progress. For quotes, our sales support desk will keep you regularly updated on progress. Once we have agreed the service design, our consultants and sales staff will work with you to develop the Call-Off Contract, during this process DXC will confirm the required order details. Once we have processed your order, DXC will advise you of the service start date.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: As part of the implementation of our Support Services, we can optionally provide a Management of Change project to help foster user adoption of the new tools and processes deployed, and maximise the output from our solution.; ; We provide a range of ways to communicate to the users, inform them and train them in the usage of the new environment. Typically we work with your communications organisation to define the best strategy, and provide the materials and contents for the communication, and also deliver some of the sessions if required (either on-site or remotely, or through recorded sessions). We will also track the effectiveness of this strategy, through the measurement of the usage made by the users; this will enable us to adjust the communication strategy on-the-fly.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Etup and migration of the service will be executed according to the plan defined in previous step. This is done in a two-phase approach: Transition, and Transformation.; ; Transition typically can take 2-4 months, and includes all activities related to the service transition, to ensure DXC is able to provide the service at the end of the transition period. The activities performed include knowledge transfer, setup of basic tools (telephony) and processes (governance processes, SLA reporting), creation of team for transformation and ongoing (e.g. Hiring, training, or identifying resources).; ; Transformation can take 9 to 18 months, and includes the activities to implement improvements over existing service. This phase happens in parallel to the delivery of our services, at the beginning of the contract. It includes activities such as deployment of additional tools that require a longer implementation, such as deployment of Virtual Agent, Experience and/or Sentiment monitoring solutions.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

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: Based on the options and Service Levels defined during the Planning phase, we will size our teams to deliver the services agreed.; ; For Service Desk we will build a team on DXC premises, and build the telephony platform needed to deliver the services, as well as provide the tools that our agents will use to perform the service. We can deliver the service from the UK, with a dedicated team, and we can also deliver using a team shared across other customers or we can even use low-cost locations such as India, if the security requirements allow it.; ; For onsite support we will deploy a team of technicians. These may be permanently resident at the customer premises, or part of a mobile workforce that will go to the user office upon request.; ; For each of the tools we deploy, we will include the licenses and effort to deploy as part of our proposal. Most of our tools can be deployed on-premise or cloud-based, and can be configured and adjusted to meet the most stringent security requirements.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have different Service Levels to choose from, typically our standards are the following:; ; Service Desk:; • Voice Channel: 80% in 60 sec, or 80% in 30 sec.; • Email Channel: 95% in 24 hours, or 95% in 12 hours; • Chat Channel: 80% in 120 sec, or 80% in 60 sec; • Portal Channel: 95% in 24 hours; ; Same SLAs apply during the weekend and off-hours (night and bank holidays) if the 24x7 option is selected.; ; Onsite support:; • Incidents: Next Business Day, or 4 hours response; • IMACD: 5 business days; • VIP Support: 4 hours, or 2hours
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our telephony platform based on AWS Connect integrates its chat channel with Skype or Teams, so the users can access the IT support in the same way they contact a colleague. AWS Connect takes the contact and will manage the queues, ensuring to find an agent available to take the chat.; ; If Digital Agent option is included, the chat will be initially handled by the Digital Agent, and then escalated to a human agent if he's not able to resolve the request.
• Web chat accessibility testing: Not tested by DXC, but Microsoft are conducting testing and implementing feedback into their Synchronous conferencing packages.
• Support levels: We provide a full support service owning a ticket all the way to resolution, including level 1, level 1.5 and level 2. Our level 2 technicians will involve level 3 directly if needed (typically provided by the HW vendor, or Software vendor).; There is a cost for Service Desk, and a separate cost for on-site support. These can be bundled together on a monthly per-user fee. The amount will depend on the options selected, the SLAs, and the service architecture (e.g. #locations, #resident engineers required, #VIPs, etc.); As part of our service we will provide a Technical account manager, part of the Governance team. We also provide Account Run Lead, and Account Delivery manager, to look at operational issues, follow the service levels and discuss them with the customer, establish get-to-green plans, manage escalations, etc.

Resellers

• Supplier type: Not a reseller

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: 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: 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

  We recognise the impact companies have on the environment we all live in. We are committed to being net zero by 2050 in the UK. The Science Based Targets initiative (SBTi) has validated our near-term emission reduction target of 65% by FY30 against our FY19 baseline as being in line with minimizing global warming to 1.5°C. In FY23, 96% of the energy we purchased in the UK was renewable. We are continually improving the efficiency of our offices and data centers, and are ensuring that our data centers are certified under the ISO 50001 energy management system standard. We are also advancing the sustainability of our IT services, helping our customers to become more sustainable. We are members of the Green Software Foundation, a non-profit with the mission to build a trusted ecosystem of people, standards, tooling and best practices for creating and building green software. We help our customers increase their energy efficiency and reduce their environmental impacts with proprietary technology and next-generation solutions such as cloud computing, desktop virtualization and data center management. We will build on our existing programme of sustainability activities to deliver additional environmental benefits in the performance of the contract.

  Tackling economic inequality

  We provide high-quality learning and development opportunities to young people via our Early Careers Programme and Digital Futures Academy. Our Early Careers Programme provides development opportunities and training to enable young people to jumpstart their careers. We focus on developing potential, and our programme is designed to broaden and deepen knowledge. DXC and Manchester United Foundation have partnered to launch the DXC Digital Futures Academy, a four-year education programme for secondary-school students in the Greater Manchester area. The academy aims to support, inspire and empower young people, connecting them to opportunities and enhancing their career prospects in the technology sector. 50 students aged 12-13 years old are participating in the programme, which includes teaching technology, personal and professional development skills. We will build upon our existing programme of activities to create new jobs and new skills during the performance of the contract.

  Equal opportunity

  We are building an inclusive, high-impact culture based on equitable practices and diverse employee perspectives. We achieve this through our focus on impact-driven programmes - for example, the DXC Dandelion Programme. The DXC Dandelion Programme provides an environment that supports and celebrates the talents and skills of neurodiverse people — such as those with Autism, ADHD or Dyslexia — and helps them build valuable skills to pursue a career in information technology. The DXC Dandelion Programme has been awarded a Silver award for Best Learning Programme that Supports and Promotes Diversity, Equity and Inclusion from the Brandon Hall Group. We are also a Disability Confident organisation in the UK and achieved a top score of 100 in the 2023 Disability Equality Index. 99% of our global workforce is enabled to work virtually, including from home, and all of our people are able to apply for flexible working, supporting the needs of diverse individuals. We also support a diverse, inclusive and equitable culture through our Employee Resource Groups. They provide support, networking and allyship to diverse individuals, as well as valuable feedback to the organisation on how it can better support diverse communities. Our ERGs work closely with HR to continuously evolve our best practice. We have several ERGs including for: ; • Gender ; • Race and ethnicity ; • Disability and neurodiversity ; • LGBTQ+ ; • Armed forces ; ; We will build upon our existing programme of diversity, equity and inclusion activities to support equal opportunity during the performance of the contract.

  Wellbeing

  Caring is core to our values. We take care of each other and work as a team to build a sustainable company that supports our communities. This includes supporting the health and wellbeing of our people and wider society. As a virtual first organisation, 99% of our global workforce is enabled to work virtually, including from home. Working from home can be more inclusive for people with disabilities, health conditions and caring responsibilities. We also run several programmes to support the physical and mental health of our people. This includes:; Wellbeing Awareness Programmes. Working with our partners and delivered by Wellbeing Champions alongside HR, we provide a number of awareness programmes and activities throughout the year centered on improving the health and wellbeing of our employees. For example, walking challenges, healthy eating programmes, and financial planning support.; Employee Assistance Programme, supporting the personal matters of our people. Services are available 24/7, 365 days a year, and include counselling, online CBT and critical incident support, as well as health checks, mood trackers, and wellbeing articles. ; Mental Health First Aiders. We work with Mental Health First Aid England, a social enterprise, to train our employees as Mental Health First Aiders (MHFAs). ; We will build upon our existing programme of wellbeing activities to support the wellbeing of the workforce in the performance of the contract.

Pricing

• Price: £525 to £2,186 a user 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.