Service Desk as a Service

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2 Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and outsourcing services. With 69,000 professionals in 40 countries, CGI has an industry-leading track record of on-time, on-budget projects, aligning our teams with clients business strategies to achieve top-to-bottom line results. PROPRIETARY AND CONFIDENTIAL The information contained in this document is confidential to CGI and/or CGI group companies. This document shall not be reproduced in any form or by any mechanical or electronic means, including electronic archival systems, without the prior written approval of CGI. By publishing this document on the CloudStore CGI has given its consent for it to be publicly available however CGI dos not consent to the information contained within the document being copied, modified or reproduced in anyway other than for the purpose of evaluating CGI s proposition as part of a Customer purchasing process. Please note that the reproduction or the distribution of this document for any other purpose is strictly forbidden. The receiving party may use this document and the information contained in it for the purpose of evaluating CGI s proposal only. This proposal proposition is subject to contract and shall not be binding unless and until execution by CGI and the contracting body of a final agreement in relation to the proposal, containing the terms and conditions that will govern the relationship between the parties. Any final agreement is conditional (inter alia) upon due diligence and customary business investigations where necessary by CGI. The results of such due diligence and/or investigations may impact upon content of this proposition this proposal, including the business structure, business terms and financial arrangements. If you have received this document by any means other than via the CloudStore, as part of a Customer evaluation process or as a CGI communication mistake note that the reading, the reproduction or the distribution of this document is strictly forbidden. You are hereby requested to inform us by telephone at and to return this document by special delivery marked for the attention of Simon Telfer. Except where indicated otherwise or where they are associated to CGI partners, all names, trademarks, logos and brands (registered or not) referred to in this document, are the property of a company in the CGI group or its licensors. The information in this proposal is submitted in September 2013, Issue 1 on behalf of CGI IT UK Limited. by the following authorised representative: Simon Telfer G-Cloud Programme Director CGI IT UK Limited Seventh Floor, Kings Place, 90 York Way, London, N1 9AG Tel: CGI IT UK Ltd 2 of 43

3 Foreword G-Cloud continues to evolve by introducing new suppliers, technologies and delivery models. At the same time, it is building the confidence of public sector agencies that they can buy and deploy ICT services and solutions more cheaply and flexibly. It also offers the framework within which suppliers, such as CGI, can invest in building the ICT services which are required to support policy, strategy and digital transformation agendas. Since our last G-Cloud submission we have made a number of investments to ensure these services are secure, flexible, and relevant to Cloud disciplines from the point of access through to service delivery. They are fundamental to our offering and they are: Secure Government Cloud (SGC) - our new platform to provide the flexible and commercially attractive IaaS which underpin our secure PaaS and SaaS propositions. Cyber - our UK Security Operations Cyber Centre will monitor network devices, host systems, endpoints and software services running within the Cloud for internal and external threats. Mobility fully managed secure and accreditable tablet solutions which use CESG architecture to enable efficiencies from transformation of work patterns. Service Desk we are the only supplier to possess five star accreditation from the Service Desk Institute as a result of our continued investment in training, tools and service capabilities. Service Integration and Management (SIAM) - enhanced service management capabilities to manage multi-sourced environments and provide seamless outcome based services to users. SME Accelerate our commitment and investment in the development of SMEs, including providing access to our service capabilities to build industrialised and scalable propositions. Open Source CGI global application developer toolkit and templates are based on open source. This will be offered as a SaaS for use across government and G-Cloud suppliers. Software as a Service our SaaS portfolio investment ranges from productivity and social collaboration platforms to enterprise solutions in payroll and back office processes. These investments combine the innovation of a leading provider of Cloud services to governments across the globe, with the surety of an ICT provider who has been at the heart of UK government for 40 years. Our propositions are described through the Cloud Service Catalogue as illustrated below, which outlines the completeness of our commitment and service accountability across market leading solutions from ourselves, SME community and partners such as Microsoft, Salesforce and Jive CGI IT UK Ltd 3 of 43

4 CGI delivery teams have embraced the principles of Cloud and are continuing to develop our propositions across all capabilities and technologies. Our ambition is epitomised in the e-carelogic SaaS where we have re-architected a complete integrated health solution to the secure Cloud, bringing the benefits of agility and utility pricing to a historically traditional integrated health record management market. We look forward to working with public sector customers and suppliers over the next months to develop these themes and strategies which have established G-Cloud as the most exciting, dynamic and accessible ICT framework across the globe CGI IT UK Ltd 4 of 43

5 Table of contents Table of contents 1 Overview 6 2 Information assurance 18 3 Backup/restore and Disaster Recovery 20 4 On-boarding and Off-boarding 21 5 Pricing 23 6 Ordering and invoicing process 24 7 Service management 25 8 Service constraints 29 9 Service Levels Training Termination terms Data restoration / service migration Consumer responsibilities Technical requirements Trial service 39 A Standard Service Reports CGI IT UK Ltd 5 of 43

6 Overview 1 Overview CGI has built a world class Service Desk environment which uses modern high capacity analyst support systems that feature advanced desktop, telephone and workflow management. This enables us to achieve consistently high levels of service in incident and contact management across public, private and hybrid Cloud services. This award winning Service Desk recently the first in the world to be granted '5 Star' accreditation by the Service Desk Institute (SDI) handles more than one million contacts per annum, supporting over 140 customers in the UK. Our approach, experience and capability provides an integrated, ITIL aligned Single Point of Contact Service Desk delivering an excellent experience to users, and facilitating the effective management of all IT related issues and requests. Our service is built on mature, quality certified ITIL aligned processes, flexible service offerings, effective knowledge management and innovative service automation centred on the BMC Remedy suite of Service Management tools. The Service Desk can provide varying levels of service management, technical and business support as required. This ranges from simple log, assign and report service (SPOC Service) through to a full technical ITIL service integration and management service (Technical SPOC), or the incorporation of business process services (BPS). We can confirm that this proposition either delivers to or supports the principles of Cloud services, including NIST definitions and characteristics. Exceptional quality and delivery earns CGI 5-Star accreditation In 2012 the Service Desk Institute (SDI) introduced the new 5 Star standard to recognise those progressive organisations that deliver the highest possible level of customer service. Based on the European Foundation for Quality Management (EFQM) model and measuring levels of quality and delivery, the globally recognised SDI Certification standard is the only best practice standard available for world-class service desks. SDI provides a clear and measurable set of standards for a service desk operation, many of which are not included in ITIL or ISO/IEC CGI received this award for excelling in Leadership, People, Policy and Strategy, Resources, Process, People Results, Customer Results, Society Results and Key Performance Results. To award the 5-star certification, SDI carried out a four day audit incorporating feedback from clients and staff, and worked alongside CGI staff to understand how the team provide services to a broad range of organisations. It found true integration of the service desk with the wider service management functions demonstrated combined strength and commitment to delivery excellence. Embedding ITIL and ISO20000 Standards CGIs Service Desk operation is underpinned by a mature ITIL Service Management framework, with processes dynamically adapted for SIAM multi-sourced delivery environments, and aligned with the ISO/IEC20000 Standard. Our Service Management processes are built into our supporting Service Management toolset, are in global operation, and are maintained under strict change control, supported by local country procedures and client specific work instructions CGI IT UK Ltd 6 of 43

7 Overview Service management areas aligned with the service desk include: Incident Management Service Request Fulfilment Problem Management Configuration Management Change Management Release & Deployment Management Service Level Management Asset Management Availability Management Capacity Management Financial Management Service Continuity Management User Access Management Security Management CGI's Service Desk and related Service Management processes have been developed and refined through experience delivering to numerous customers across varying industry sectors to provide a set of standard, ITIL aligned best practice documentation. These standards are always the starting point when designing a new service and the over-arching principles of a process should not change in an ITIL aligned service. However CGI s procedures and work instructions are flexible, reflecting the diverse needs of individual clients, and incorporate agreed working practices with CGI support teams and Third Party suppliers. ISO CGI's Shared Services organisation has adopted ITIL aligned processes and guidelines for many years. They are dynamically adapted to underpin CGI as an outsourcing service provider and fully comply with the requirements of the ISO20000 standard. CGI holds ISO20000 certification and is closely involved with the on-going development of the ISO20000 family of standards. ISO9001 CGI has held ISO9001 certification for over twenty years. Its integrated management system reflects best practices and experiences of over thirty years of industry knowledge. Following a recertification audit in March 2012, CGI has ISO9001 with TickIT certification, covering all UK operations and expiring on 1st May ISO27001 CGI holds ISO27001 accreditation for Outsourcing operations in South Wales, Birmingham, Leatherhead, Hatton Cross and Docklands data centres. Investing in people, reaping rewards People are CGI s greatest differentiator. Indeed, the Service Desk Institute called out the pride, commitment and expertise demonstrated by our Service Desk staff as the key wow factor when deciding to award CGI s 5 Star accreditation. As such, our service will be provided by a highly skilled, committed and enthusiastic workforce. CGI Service Desk staff regularly compete for industry level awards, and have an outstanding track record of success: CGI s Paul Phillips was winner of Support Person of the Year at the Welsh Contact Centre Awards on 21 February at Cardiff City s Stadium. The Welsh Contact Centre Annual Awards celebrate excellence and innovative practice in an industry employing 28,000 individuals, and has the participation and support of two hundred high calibre organisations across Wales. Other recent awards include; David Wright won Manager of the Year 2011 for his strong focus on Service Excellence, building fantastic examples of being brilliant together with clients such as Shell, Taylor Wimpey, Ofcom, 2013 CGI IT UK Ltd 7 of 43

8 Overview Gatwick Airport and UCLH. He also contributed to articles in Support World magazine including topics such as What makes a world class Service Desk and Who cares about the customer. Mike Harman won the Technology of the Year award for the transformation and expansion of Bridgend s End User Service Centre platform. This enabled a three-fold increase in call volumes, process standardisation, reductions in staff operating and technology costs and developed a scalable platform for future call centre growth. The Service Desk currently has a below industry staff turnover with less than 6% of staff leaving the shared service environment. This remarkable achievement is a direct result of the investment made in the staff to progress their careers in CGI through training and also our approach to rewarding the Service Desk both as individuals and as teams. Cost Efficiency through Shared Services with Flexibility to include dedicated services CGI s SIAM shared service model ensures that Service Desk services are delivered in a cost efficient and responsive manner. The flexible resourcing model, using an optimised mix of shared service analysts, enables CGI to maintain the appropriate level of resource at all times. During times of peak demand, shared analysts are able to support the client service. Conversely during periods of low demand, analysts will be released into the shared pool and used to support other services, ensuring that clients are not unnecessarily over-resourced. The shared service model also means that clients will benefit from shared support functions such as Training, Quality Management, Planning and Scheduling and Process Improvement. Dedicated Service Desk resources can be allocated to an individual client or service. 1.1 Functional The Service Desk will receive First Line notification of incidents and service requests from the client or related support teams. The Service Desk will maintain full ownership across the service integration framework, until they are successfully resolved. At all times, the Service Desk will deal with incidents and requests in accordance with an agreed set of OLAs and SLAs which will be established during implementation. 1.2 Security The CGI Service Desk is housed within CGI s data centre, designed from the outset to be a modern, secure, highly available facility. Hosting the Service Desk within the same environment as a data centre incorporates security and service resilience features into the Service Desk that are data centre class, rather than merely at a commercial office level. The site is protected by backup power and has access to resilient, high capacity data communications CGI IT UK Ltd 8 of 43

9 Overview The complex is an ISO certified facility, meaning that CGI already operates to the highest security standards, and uses industry best practice approaches for establishing, implementing, operating, monitoring, reviewing, maintaining, and improving our Information Security Management System (ISMS). 1.3 Access Channels The Service Desk offers a number of access channels, providing flexibility and choice to best suit user needs; Telephone A unique Non-Geographic telephone number will be allocated to the client service, along with a local UK direct dial number accessible to users overseas if required. Telephone calls into the Service Desk will be managed via a sophisticated multimedia workflow management system. The system is configured to support skills-based routing of calls, ensuring that all calls are directed to an appropriately skilled Service Desk analyst, based on the incoming telephone number and any specific IVR option chosen by the caller. The telephony platform also supports the use of IVR messages, which CGI uses to place announcements onto the IVR providing information to callers relating to on-going major incidents or system unavailability. A unique client mailbox is created, linked to the multimedia workflow management system so that s are routed to analysts in the same way as phone calls, avoiding the need to assign staff to monitor mailboxes and ensuring that is addressed promptly. Web Portal Users can log incidents and requests via an online portal. The portal is fully integrated with our Remedy ITSM implementation. Users can raise service requests, report incidents, track progress, review service announcements and search knowledge using a simple, intuitive interface. The portal provides standard functions with flexible configuration for custom styling, client branding, single sign-on, online approvals, reports, local content management, service announcements and FAQs. 1.4 Resourcing Structure The Service Desk will use a cellular structure to offer users the intimacy and care of a core focused team, backed by a larger pool of service desk staff with training in, and knowledge of the client service. The cellular structure provides client intimacy by dividing the service desk capability into small teams or cells, typically comprising twelve to fifteen staff and a team leader. Resourcing is organised using sophisticated workforce planning tools to analyse and predict call volumes, matching the correct volume of Service Desk analysts to those volumes. The systems real time display enables the centralised planning and scheduling team, as well as Service Desk team leaders to view both call and analyst activity. In addition, the extensive reporting suite allows team leaders to monitor individual and team productivity. The goal of the service design is to always route the contact to the service desk analyst with the right skills in the shortest time. 1.5 Language English is the first language and working language of the Service Desk. A Welsh language service desk capability can be provided as an option. The Welsh language provision makes use of the same tools, processes and facilities CGI IT UK Ltd 9 of 43

10 Overview Training The CGI Service Desk has a dedicated training team, which has two main approaches to training staff: E-Learning - The CGI trainer will build a training package which will be deployed to the required staff. Typically this is used to train staff as a result of a change to an existing service. Class room - Class room training takes place for new starters, implementing new services or implementing complex changes to an existing service. Specialist trainers within the Service Desk will either create an elearning module, or develop a classroom-based course for delivery within the Service Desk training centre. All Service Desk analysts new to CGI complete a two week induction training program, which includes CGI s standard Service Desk tools and processes, and following successful completion, a tailored course specific to the client they are to support. Training is constantly reviewed to ensure we adapt to changing client needs and the evolution of client business drivers, and we aim to ensure our team members receive refresher courses as appropriate. The Analysts will be trained in the following: Client Background/History CGI s involvement Supported Hardware Supported Software Supported Business Systems Call Logging and Routing Process Service Level Agreements Processes surrounding any First Time Fix requirements Other Supply Chain Members involved in support. Analysts are trained to use CGI standard tools, so when new fixes have been supplied to the Service Desk the analyst accesses the knowledge via a Knowledge Management Tool, OWL. Analysts are educated in fixes for new business applications using the training team expertise where necessary. In addition to the training carried out in-house, we also offer additional training opportunities to analysts, such as: ITIL Foundation A+ certification Joshua Customer Services Training Incident and Request Management While the route into the Service Desk may vary according to the channel they are received, all incidents and requests are handled in accordance with our proven, ITIL aligned incident and request management processes. Knowledge Management and Scripts During implementation, CGI will work with resolver groups (including Third Party suppliers where necessary) and the client to map the workflow appropriate for incidents and service requests to understand the tasks and approval mechanisms involved CGI IT UK Ltd 10 of 43

11 Overview In addition, CGI will consult with each resolver group to ensure that we capture at the Service Desk as much diagnostic information as possible, enabling them to commence diagnosis and resolution immediately, without having to contact the user again. This will form the basis for development of Call Logging and Routing Instructions, and allows CGI to map Remedy categories for types of incidents and requests onto the most appropriate resolver group. These call routing instructions include clear information on how to assign Remedy incidents or requests to a resolver group and alert them to the assignment. CGI s Knowledge Management tool ( OWL ) stores information related to the client service with a particular emphasis on knowledge essential to the service desk, including scripts. Analysts copy the scripts into the description field of an incident and record answers to all questions. The Service Desk quality team monitor compliance in terms of following scripts, and analysts are assigned quality targets and incentives for achieving those targets. Categorisation and Classification CGI s Remedy service management system is extremely flexible and allows a number of ways to categorise incident and request tickets. Through experience delivering to multiple customers on this platform, CGI has developed a standard approach to categorisation that supports effective trend analysis for proactive problem management, rapid identification of matching incidents and much more. CGI s Remedy tool allows four main categories, each of which hold three tiers of information; Operational Category - the initial view of the incident as reported by a user. This drives initial incident assignment, based on Service Desk call routing instructions Product Category - the item of hardware or software believed to be involved. This is integrated with the CMDB and mirrors the categorisations used for Assets Resolution Category - the actual view of the incident, post investigation, diagnosis and resolution Resolution Product Category - the actual item of hardware and software that was the root cause of the incident (resolution could also be user training/advice) When a user logs a ticket, it will be related to an IT or business service. The list of services will be defined within the Remedy CMDB and, when a service is selected, the product category is updated automatically. In addition, all the Configuration Items defined as components of that service are automatically linked to the incident record. Prioritisation CGI s prioritisation processes are transparent and ITIL-aligned, and we will ensure that the business rules used are clear to the client, enabling discussion and revision as business needs change or new services are introduced. The way CGI prioritises incidents is driven by the agreed Service Levels, and definitions will be documented in the call logging instruction (CLI) that informs the Service Desk how to handle client incidents. Major Incidents Where an Incident which has a Priority of 1 is identified by the Service Desk, CGI can invoke specific procedures for management of high severity incidents. This process takes management of such high impact incidents away from a busy Service Desk and dedicates a specialist team of Incident Managers to focus on effective communication, co-ordination and rapid restoration of service CGI IT UK Ltd 11 of 43

12 Overview Within the Major Incident Management team, a Communications Manager will focus on notifications, escalations and updates in accordance with an agreed communications plan whilst a Technical Recovery Manager will focus on monitoring and co-ordinating involved support teams to resolve the incident within the service level target, convening technical conference calls as and when appropriate. First Contact Resolution Achieving the right balance between allowing time for the Service Desk to diagnose an incident and attempt First Contact Resolution, and achieving the speedy passage of incident records to the appropriate resolver groups can be a challenge. At CGI, we have successfully addressed this challenge through continual reviews of our First Contact Resolution achievements, knowledge base articles and training to consistently achieve an average First Contact Resolution rate for "fixable" incidents of 80%. Triage All available known errors and workarounds that match the categorisation of the new incident are automatically highlighted within the Remedy system, allowing an analyst to select an appropriate known error or workaround and use this to resolve or mitigate the impact of the incident. If successfully used, the known error or workaround is linked to the incident, facilitating more detailed problem management investigations. SLA Monitoring CGI will register the SLAs associated with all Incident and Request types in the Remedy system. Our Service Level Management and monitoring processes are designed to be proactive, providing early warning of potential issues, allowing time to rectify those potential issues before they become real issues or escalations. These processes are transparent and all output will be available to the client and any resolver groups (including Third Parties) either directly through Remedy or via our Customer First dashboard. This empowers suppliers to proactively monitor and manage their own performance. Ticket Closure Incident resolution for single user incidents and requests will be confirmed either by the Service Desk when carrying out a First Contact Resolution or by the resolver group dealing with the ticket. Further confirmation can be sought via an automatic from Remedy to the end user, advising that we believe the ticket to be resolved and inviting the user to contact the Service Desk if they still experience issues. The system allows users 14 days to test the resolution, after which the ticket is automatically closed Request Fulfilment Whilst the Service Desk will accept phone calls and s for request logging, we encourage use of the online portal wherever possible, as this enables a more efficient service. The online portal will hold the catalogue of approved request types and supporting information on how to order, information required and approval mechanisms. The portal will be configured to show details of all products and services that can be requested as part of the Request Fulfilment process. If a product or service is not listed, the request can still be logged but it will be assessed as a Request for Change (RFC) CGI IT UK Ltd 12 of 43

13 Overview Figure 1-1 Example Online Portal Main Menu Once a request has been logged on the portal, the requester receives a reference number on screen and can also receive a confirmation from the Remedy system. Any approvals workflow will commence in the background. For simple requests that are proven over time not to require validation, CGI will configure Remedy to pass such requests directly to the relevant resolver group, thus speeding up the process even further. Request Approval We recommend that, wherever possible, requests are pre-approved before they are logged with the Service Desk. We can validate this by reviewing approval s that users can upload onto the portal, or checking that the requester has submitted a valid purchase order number. If a more robust approval process is required for certain request items, there are flexible options for approval either via the portal, or using the approvals functionality within the Remedy change management module. Request Assessment and Assignment Complex requests will be routed automatically to a service desk analyst who will assess it and ensure that the correct information has been submitted and the correct tasks have been generated by the Remedy system. It is possible to automatically route simple requests directly to a resolver group for fulfilment. This functionality will be employed where appropriate in order to further streamline the process, after a period of stabilisation and assessment. Request Progression and Escalation In the same way as incidents, Remedy will automatically send out alerts when service level deadlines are approaching. The Service Desk will track requests and follow up with resolver groups where service levels are approaching. If there is a delay to a request, such as a delay in delivery of a requested hardware item, resolver groups will notify the Service Desk and the requester. Users are able to track the progress of their request via the portal, and escalations will follow the same process as for incidents. Request Closure When a request is fulfilled and all tasks, including CMDB update tasks, have been completed, the SLA clock will stop and the requester can receive an from the Remedy system, advising that we believe the request to have been fully fulfilled. For users that may not have access to , we will also require the resolver group to contact the user to confirm completion of the request CGI IT UK Ltd 13 of 43

14 Overview On a monthly basis, we will produce a report of all completed requests, to include all information required for financial management and invoicing, such as User Department, Purchase Order Number, Request Type etc. We will provide this information to our Finance team, who will manage the reconciliation of processed requests with suppliers. Request Catalogue Maintenance We will maintain the current Request Catalogue by: Seeking approval for all Catalogue additions via the Change Management process Removing items from the Catalogue as directed by suppliers and / or the client Making suppliers responsible for providing catalogue information relevant to their areas of support and notifying us of any required updates to the consolidated catalogue. As the catalogue matures, we will develop additional bundled items, such as a new starter request, bundling in all necessary hardware, software and services required for a new joiner, enabling new joiners to start work quickly and feel part of the organisational culture Communication Clear and concise communication is a key factor influencing quality of service, risk management, and collaboration. Therefore CGI uses a range of communication channels to support delivery of Service Desk and related services including: Best practice telephone and implementation Automated Notifications add extra value Service Announcements VIP Support CGI recognises that VIPs are just that very important people within the client business. We also recognise that, in a commercial business, the real VIPs are the people, systems and services that are generating revenue and serving customers. Bearing this in mind, we encourage clients to identify not just people but also critical services and systems that may require VIP status for a period of time, such as financial systems at month or year end. We will also manage risk by investigating any single points of failure, removing single points of failure and offering a VIP service for business critical systems can alleviate that risk End User Satisfaction Surveys CGI s end-user customer satisfaction survey will provide proactive and accurate measurement of the service quality that end-users actually experience in their interaction with the Service Desk. For and internet enabled users, CGI will measure End User satisfaction using a standard tool that sends a survey link to a subset of users who have contacted the Service Desk within the previous month. The selection is random, but seeks not to ask users to comment for two months in succession. The survey will request feedback on a number of KPIs for the service, regarding the handling of requests as previously described in the customer satisfaction survey. An example of a web page, with default settings, is shown below. Questions can be changed and tailored to fit client requirements CGI IT UK Ltd 14 of 43

15 Overview Figure 1-2: Example End User Satisfaction Survey Template The questions within the survey are configurable and will be agreed with client. Results are collated automatically and any comments or negative results investigated by the CGI Service Management team before presentation, with full commentary, conclusions and recommendations, within the Monthly Service Report. Those conclusions and recommendations will include identified actions to correct areas of low user satisfaction, or specific areas of concern raised by users. Feedback from the client will always be welcome and any concerns acted upon as soon as possible. Monthly reports will be produced detailing the overall level of satisfaction against each of the KPIs, together with details of the sampled responses and associated end-user general comments Reporting CGI operates a centralised service reporting team, with significant skills in manipulating information to produce reports and dashboards. CGI s Remedy tool will be the primary data source for incidents, problems, requests and changes, and the reporting team will provide high quality and reliable information covering the delivery of IT Services against agreed Service Levels. Standard Service Reports A standard pack of Service Desk monthly reports will be provided. The contents of the standard reports are detailed in appendix A. This standard pack can be supplemented with additional specific reports as required CGI IT UK Ltd 15 of 43

16 Overview Continuous Service Improvement CGI s Continual Service Improvement process, embedded within all CGI delivery teams, is based on ITIL best practice and developed internally to meet the particular needs of Service Desk and Service Management services. CGI will proactively use service performance metrics, analysis, formal and informal feedback from users, evaluation of Incident and Changes together with best practice and insight from all service stakeholders to drive improvement across all delivered and managed services. CGI will extend this ethos and methodology to other suppliers, encouraging individuals to come forward with ideas, log them on the CSI register and receive structured feedback. Figure 1-3: Continual Service Improvement through Constant Evaluation 2013 CGI IT UK Ltd 16 of 43

17 Overview Tools CGI s Service Desk services are underpinned by standard integrated toolsets for Service Management, Contact Management and Supply Chain Collaboration. CGI s Service Management tools are based on the market leading BMC Remedy ITSM7 suite, configured to allow integration with other service management systems in order to pass tickets and updates between CGI and Third Party suppliers where required. Remedy also includes an online web portal which can be made available to the user community to facilitate self-logging and tracking of incidents and requests via a simple, intuitive interface. Service Desk contacts are managed via our sophisticated workforce planning and optimisation tools Verint Impact 360, and we also use our standard Prime Portal and CustomerFirst online collaboration and Service Dashboard tools as the focal point for information sharing. 1.6 Non functional Service Hours The standard CGI service is provided Monday to Friday 08:00-18:00 excluding English Public Holidays. The Service Desk operating hours can be optionally extended to suit an individual client's requirements, up to a full a 24x7 service including public holidays Service Levels Service Level Target Optional Variants Availability 99.5% Speed of Answer 80% within 20 seconds Abandoned calls Less than 5% Response s responded to within 24 Hours Increase or decrease in target time or percentage answered First Contact Resolution* 80% Fix on First Contact Increase or decrease in percentage * Technical SPOC only 2013 CGI IT UK Ltd 17 of 43

18 Information assurance 2 Information assurance CGI uses our Management Foundation including our Integrated Management System (IMS) for information assurance. These IMS processes are independently certified to BS/EN/ISO 9001:2008 and within the UK we additionally have TickITplus certification. CGI is committed to retaining our current range of UK-based certifications and will extend these to meet client expectations as required. The CGI Management Foundation design allows incorporation of best practice from across all of our Public Sector and Commercial engagements. Our accreditations include: ISO9001, ISO27001 and ISO20000 TickITplus, CMMI-Dev+IPPD v1.2 Maturity Level 3 rating ISO/IEC 27001:2005 Audit and Certification SSAE 16/ISAE 3402 Attestation E.U. Data Protection Directive - (95/46/EC) All information is held at the appropriate security level for the service. Services can be provided at any level from IL0 to IL6. CGI treats security of information as one of the highest priorities in its business and has implemented both a structure and a common culture of security across all areas of our business. The security offering within CGI is split into two discrete, but complementary streams: Operational security within CGI s own business, including our outsourcing operations worldwide Our security consultancy, through which we provide information security to our customers. In practice, the experts within the consultancy side of our business also ensure that our operational security is defined, designed and implemented in line with current best practice and thinking. CGI s model for information security is based on the ISO series of standards and is complemented by including best practice from ITIL and implementing business continuity and IT disaster recovery in line with BS To demonstrate our commitment to this approach, areas within CGI, including our Data Centres and off shore operations, are certified to ISO and, where not certified, CGI is compliant with the series of standards. In all cases, we have used DNV as our audit organisation. To maintain the security of personal information in our off-shore operations we have taken particular care to ensure compliance both with the requirements of UK Data Protection Act, 1990, and with UK Government requirements such as HMG IS 6. Our worldwide corporate auditors, DNV, awarded CGI a Noteworthy effort for our implementation and compliance with the UK Data Protection Act requirements. Information Principles for the UK Public Sector supported and documented? CGI recognises the UK Public Sector information principles which are fundamental to the efficient and effective delivery of public services. Where we store and manage government information in our G-Cloud services we aim to ensure that it is appropriately protected and available to exploit. Through this we would aim to maintain and, depending on the particular service purchased, enhance the quality of the information stored in a standard manner that enables its re-use. Where the selected services require it, we would engage positively both to support the buyer in the publication of public information and to support them in the access of information by citizens and business CGI IT UK Ltd 18 of 43

19 Information assurance Government ICT Strategy and Greening Government ICT Strategy supported and documented? The design and delivery of our Cloud-based SaaS offerings is consistent with the principles of the Greening Government ICT Strategy. Scalable, Cloud-based services allow pooling of capacity across multiple customers, reducing overall hardware requirements. These are further reduced through virtualisation, which has delivered up to a 90% reduction in server numbers and power consumption for some of our services. We select modern, energy efficient servers, storage and network hardware and have also invested heavily in improving the energy efficiency of our data centres. This includes initiatives such as free air cooling, aisle containment, power supply upgrades, lighting controls and power management and monitoring software. In the UK, electricity for our data centres is sourced from renewables, which is also the case for many of our third party hosting providers. We closely manage the impact of IT hardware throughout its lifecycle, aiming to optimise refresh cycles to balance in-use carbon savings of newer, more efficient hardware against the carbon impact of its manufacture. At end of life, we also ensure responsible disposal through resale or recycling of old hardware wherever possible. Our sustainability performance has won widespread recognition, including our listing on the Carbon Disclosure Leadership Index for four consecutive years and our certification under the Carbon Trust Standard. 2.1 Impact Level (IL) service accredited to hold and process information The CGI Service Desk provides services at IL0-2 as standard with an option to provide higher level accreditation. CGI have a proven data filtering and cleansing capability to enable the IL0-2 service desk to provide SPOC for IL3 services where it is provided in conjunction with CGI Secure Government Cloud (SGC) Where accreditation gained from Multiple departments and public bodies including Ministry of Justice, Ministry of Defence, and the Home Office. 2.2 ISO27001 certification The CGI Service Desk currently holds ISO certification. 2.3 Impact Level (IL) that service may be used Additional measures can be applied as options to achieve higher level security accreditation where mandated by the individual security requirements of each client. CGI Service Desk currently provide services at IL3, IL4 and above CGI IT UK Ltd 19 of 43

20 Backup/restore and Disaster Recovery 3 Backup/restore and Disaster Recovery 3.1 Backup/restore Service Desk Systems are maintained in a high-availability, dual datacentre configuration to ensure zero data loss in the event of a disaster. Backups are taken on a daily basis and test restores carried monthly. 3.2 Disaster Recovery The Service Desk is maintained in a high availability environment with multiple power and communications links. In the event of a disaster that renders this facility unusable, our service desk will operate using a blend of home working and an alternative site l. This plan is tested on a regular basis and ensures that services can be provided within 30 minutes of invocation CGI IT UK Ltd 20 of 43

21 On-boarding and Off-boarding 4 On-boarding and Off-boarding 4.1 On-boarding CGI have proven and effective on and off boarding skills, tools and methodologies. We have successfully transitioned Public Sector clients onto Cloud infrastructures and services. For Infrastructure, Platform and Software requirements CGI have transition specialist who bring to bear considerable experience. The transition process is scalable and can be used for all sizes of on-boarding requirements. For Specialist Cloud Services, CGI will engage directly with the client to ensure the full scope of the requirements is understood and agreed in advance of any engagement. We will work with senior stakeholders to define the necessary business outcomes and ensure the services are aligned accordingly. For all services CGI understands the client's requirements and make on-boarding specific to these needs, using the experience, lessons learnt and methodology from many years of public sector transition experience. Over the past nine years, CGI has successfully on-boarded over 180 accounts into its Service Desk using a tried and tested approach to Service Desk implementation. By creating business rules as part of standard implementation methodology to govern the allocation of incident and request records to internal and external resolver groups, CGI will capture information, diagnose issues and quickly assign them on. This is key to the high service levels consistently achieved. During implementation, CGI Service Desk transition subject matter experts will put together a detailed knowledge capture plan based on analysis of current service level reports and lists of in scope services. They will systematically review each service with the client and any relevant suppliers to ensure that the current process for incident diagnosis and assignment is well understood and that typical first time fixes have been documented. Working as part of the wider implementation programme, a specialist service desk transition consultant will coordinate all aspects of the Service Desk implementation stream; Working with incumbent Service Desks to capture and transfer knowledge Development of client specific Service Desk training materials Recruitment and Training of Service Desk Analysts Configuration of CGI s standard Tools Integration with supplier tools where required Development of Call Logging Instructions, Scripts, Knowledge Articles Co-ordinating the End to End Testing of Tools and Processes 2013 CGI IT UK Ltd 21 of 43

22 On-boarding and Off-boarding The service is delivered via CGI s Shared Service Desk model using standard Workflow Optimisation and Service Management toolsets, and is built on: Core Service Desk infrastructure - including a single point of contact telephone line, address and mailbox A suite of supporting tools - including an integrated service management tool, user self-help portal, access to Supply Chain Member Tools facilitating First Contact Resolution, a knowledge management system, an online dashboard monitoring and reporting tool to enable near-real time view of Service Desk performance. Appropriately skilled people, supported by a comprehensive set of processes and procedures an agreed set of OLAs between CGI and supply chain members, a team of suitably trained and skilled CGI service desk analysts, comprehensive documented processes, procedures and work instructions encompassing key activities, an embedded continuous service improvement culture, a suite of ITILaligned processes, including Incident Management, Problem Management, Change Management. 4.2 Off-boarding Off-boarding is instigated by a client request or after expiration of the service agreement. Deletion of any virtual machine image and data will occur in line with the service agreement. Any required data will be made available using appropriate media, in line with the data security classification. After client notification that data has been successfully recovered, CGI will purge and destroy client data from any computer or storage device or media that remains part of CGI's estate. Our approach to the Off-boarding of incumbent services is based on the following five principles Focus on maintaining uninterrupted business operations throughout; Building robust relationships with the new Supply Chain Members and enabling effective communications across the supply chain; Effectively embedding the on-boarded supplier whilst managing a smooth transfer of services from outgoing suppliers; Managing people change effectively and with care and openness; Ensuring the benefits of the new supplier are tracked and delivered It is likely that the Off-boarding process will be run in conjunction with the On-boarding of a supplier in the same period, but not always, and a transition manager will oversee both. For each Off-boarding project we allocate an off-boarding project manager (or where there is an Onboarding activity associated with the Off-boarding, they will be both responsible for On and Off-boarding). They will be responsible for the overarching plan that manages all activities and major deliverables in conjunction with the detailed Off-boarding project plan owned by the Off-boarding supplier. The off-boarding project manager will be responsible for ensuring clear roles and responsibilities are defined and how the Off-boarding activity will deliver a seamless transfer of service through risk management (identification, mitigation and management) within the project. They will be responsible for ensuring that acceptance criteria are agreed and oversee the sign off against those criteria and track performance against agreed milestone dates CGI IT UK Ltd 22 of 43

23 Pricing 5 Pricing The service desk is priced as per the table below for a core offering. Further details for specific services are available on request. Description Measure Price SPOC Setup Per Instance from 8,400 SPOC Per Contact 6.94 Technical SPOC Setup Per Instance from 23,450 Technical SPOC Per Contact Exit Per Instance 2, Standard pricing Please see our separate SFIA Rate card for further details of our rates. T All prices quotes are excluding VAT. The price is valid for a period of 12 months from the Effective Date of the Framework Agreement. CGI reserves the right to amend the charge after this period. Prices and Service Descriptions are subject to the G-Cloud IV Supplier Terms and Conditions. 5.2 Service specific pricing Specific options required by your organisation plus any customisations will be priced separately CGI IT UK Ltd 23 of 43