G-Cloud Service Definition. Atos Call Centre Services SCS

G-Cloud Service Definition Atos Call Centre Services SCS

Atos Call Centre Services SCS Summary Atos SIAM Service Desk is designed to provide a core part of the SIAM Tower model for ICT delivery. This service delivers ITIL Version 3 best practice processes, accessible by users through multiple channels. Flexible and SIAM aligned The Atos SIAM Service Desk is designed to operate in a SIAM framework. Atos already provides Service Desks that operate in this model for very large scale customers; and also has the experience of acting as a SIAM as well as a tower provider. This product is flexible enough to be adapted to meet your specific requirements we know from experience that not all SIAM models are the same. Value for Money The Atos SIAM Service Desk provides great value for money, delivering improved customer satisfaction, innovation and flexibility. When compared to an in-house operation, savings of approximately 20% tend to be realised by our customers. Customer Satisfaction Customer Satisfaction is one of our most important metrics. We utilise award-winning Customer Satisfaction software to monitor user experience and we have a culture of service excellence. Secure, On-Shore The Atos SIAM Service Desk conforms to ISO27001 and is based on-shore in the UK. While off-shore services are suitable for many of our customers, this product is designed for those who want to choose the option of an on-shore Service Desk, aligned to a SIAM framework. Scalable Atos UK Service Desks handle in excess of >2 million contacts per annum, for some of the largest UK government departments, as well as private sector household names. The service desk can flexibly scale up and down as required to meet your business needs. Features of the service include: On shore UK Service Desk Contact channels chosen to suit you and your business, including: phone, email, web chat, or self-service. ii

Designed to operate in a SIAM model, even where Atos are not the SIAM. We can take on lower priority incident/change/problem management for example, if you wish to provide support for high priority/strategic management calls. The right security levels, from IL0 all the way up the IL3/SECRET/List X Award-winning Customer Satisfaction software and processes Flexible charging models, fixed price, price per use are all available The Atos Call Centre Services provides an ITIL v3-based service desk ready for integration into a Service Integration and Management (SIAM) provider, for example as defined by the UK Cabinet Office ICT strategy. The Service Desk can operate either as one of the delivery towers, or as a subprovider to the Customer s in-house SIAM function, or even take on aspects of the SIAM function itself if desired The governance is based upon working with multiple organisations ICT Tower Providers or Towers, either external or internal to the Customer organisation. Organisations that will find this service of benefit are typically those who are: implementing the Cabinet Office ICT Strategy managing multiple ICT suppliers implementing the ICT Tower model ( SIAM ) in-sourcing Service Integration and Management (SIAM) they will find that this service will deliver a high quality service desk based on ITIL v3 best practice. iii

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Contents 1. Introduction... 1 1.1 Service summary... 1 1.2 How this product can be used... 1 2. Service overview... 2 2.1 Service Roadmap... 2 3. Information assurance... 4 4. Backup/restore and disaster recovery... 5 5. On-boarding and off-boarding... 6 6. Pricing... 8 7. Service management... 10 8. Service constraints... 11 9. Service levels... 12 10. Financial recompense... 16 11. Training... 17 12. Ordering and invoicing process... 18 13. Termination terms... 19 1.1 By consumers (i.e. consumption)... 19 1.2 By the Supplier (removal of the G-Cloud Service)... 19 14. Data restoration / service migration... 20 15. Customer responsibilities... 21 16. Technical requirements... 22 v

1. Introduction Atos has experience in delivering Service Desk services to many different types and sizes of organisations including major Government customers. These services are delivered in a range of security levels and based upon ITIL Version 3. 1.1 Service summary Atos Call Centre Services as a Service is designed to provide a core part of the SIAM Tower model for ICT delivery. This service delivers ITIL Version 3 best practice processes, accessible by users through multiple channels (telephone, email, web chat) and on a self-service basis if desired (automated service catalogues and incident portals). It is designed to stand alone from the SIAM provider, with responsibilities for traditional ITIL best practice processes divided between the Service Desk and the SIAM provider as required. This can be agreed based on Customer specific requirements. Security levels are customisable from IL0 to IL3+ (including the new Government Security Classifications as of April 2014), according to the Customers requirements. Atos understands that the SIAM provider will often want to provide the Service Management tools, however if desired the Atos Service Desk can also provide tooling to support specific elements to cover Incident, Problem, Change, Request, Knowledge, Event, Service Level, Asset, and Configuration Management. Atos will also deploy award-winning Customer Satisfaction software to capture details of the user experience and to help drive excellence in customer satisfaction. 1.2 How this product can be used The Atos Call Centre Services provides an ITIL v3-based service desk ready for integration into a Service Integration and Management (SIAM) provider, for example as defined by Cabinet Office ICT strategy. The Service Desk can operate either as one of the delivery towers, or as a subprovider to the Customer s in-house SIAM function. The governance is based upon working with multiple organisations ICT Tower Providers or Towers, either external or internal to the Customer organisation. Organisations that will find this service of benefit are typically those that are: implementing the Cabinet Office ICT Strategy managing multiple ICT suppliers implementing the ICT Tower model ( SIAM ) insourcing Service Integration and Management (SIAM) Organisations will find that this service will deliver a high quality service desk based on ITIL v3 best practice, which users can access in a variety of ways phone, email, web chat, or via self-service. 1

2. Service overview 2.1 Service Roadmap The Atos Service Desk will evolve throughout the life of the contract based on both the needs of the client s business and the trends in the wider market. Atos believes that Service Desks are moving away from the old ways of working and becoming more like Interaction Centres offering multiple contact channels, high levels of capability and knowledge, integration into all parts of the client s IT estate, developing huge levels of task/process automation and empowering users to resolve issues themselves without needing to contact the Service Desk. Traditional KPIs such as call pickup and email response are becoming less important as businesses realise that they are no longer the most useful KPIs to measure it is far more useful to have a Service Desk which delights its users, providing personal support and enabling the workforce, balancing and meeting the needs of the user and the business. Atos believes the Interaction Centre approach is essential to delivering the User Experience demanded by the workforce of the future and this will be the single most important measure of service quality. An outline of the Atos vision of the 2016 Interaction Centre is as follows: Support becomes personal again Social support is the first point of contact Support is multi-channel but inter-connected Insight, loyalty and delightedness replaces satisfaction Crowdsourcing & Gamification become established methodologies Converged customer care goes beyond IT & corporate boundaries Merged social CRM & analytics enrich the user experience New models deliver sustainable benefits Virtual personal assistants (AI) replace some calls to the desk Software robots automate many tasks. 2

The high level overview of the placement of the Interaction Centre is below: This is a vision Atos looks forward to sharing with clients in more detail, shaping it together to meet their needs and requirements, and mutually realising the benefits this will bring. 3

3. Information assurance This product is currently available at Impact Level 0 (IL0) and can be run at higher Impact Levels including IL2 and IL3 if desired. Atos has considerable experience of providing services at different levels of assurance. Atos currently has a number of products on G-Cloud that have received Pan Government Accreditation (PGA). Atos also provides services to a number of existing Service Desk clients with IL3 IA requirements. Although specific information is not suitable for general publication, it may be available on request. 4

4. Backup/restore and disaster recovery IT Service Continuity planning is an important part of any service, especially a Service Desk which is relied upon to be available when it counts. Specific ITSC / DR plans will be put in place dependent on the Customer specific requirements. Services with lower IA requirements will benefit from access to and support from multiple UK Service Locations when needed typically, IL0 accounts will fail over automatically to another location should there be any issue with the main Service Desk location Services with higher IA requirements (for example IL3) should be discussed further and will be agreed based on Customer specific requirements. 5

5. On-boarding and off-boarding Transition of a Service Desk, especially when moving to a SIAM structure where there may be multiple exiting suppliers, is often a complex and difficult process. There are two main types of on-boarding when working in a SIAM model: The initial setup of the Service Desk, taking responsibility from incumbent suppliers Transfer into support of new tower providers. As with all projects there are unique constraints and challenges which need to be addressed effectively if the Service Desk is to perform from day 1. This uniqueness means it is impossible to completely standardise the transition or onboarding process the plan must address the client s specific needs and requirements perhaps there are contractual end dates to be met, mandatory change freezes protecting critical applications, or specific business needs to take into account. Atos will work with clients to understand exactly what is needed during transition and plan the transfers accordingly. Some example tasks for each type of transition are listed below. Initial Setup the take on of support responsibilities from one or more incumbent Service Desk suppliers this may be done gradually if there are multiple incumbents to minimise risk. Working to understand the client requirements and planning of the services Future Mode of Operation accordingly Hiring new agents, and/or managing staff transfer (TUPE) Managing knowledge transfer from existing suppliers including transfer of knowledge base, shadowing of the current desk(s), and visiting 3rd line support teams where required Configuring ITSM toolsets to support the new client and processes (where supplied by Atos) Arranging for agent access to all applicable tools, systems, and applications Building a comprehensive knowledge base covering all relevant parts of the Service (including engaging technical teams for shift left or 3-2-1-0 activities as required) Providing agents with comprehensive training on: Understanding the client, their business needs, and IT estate All relevant tools and applications, processes and procedures Soft skills call handling, managing expectations, etc. Thorough testing, not only of the technical aspects of the service, but also of the agents knowledge and of the processes themselves Go-live and the migration of users and responsibilities from incumbent suppliers into the Atos Service Desk. 6

New tower integration moving part of the service from traditional to SIAM operation, or replacing one tower supplier with another Defining roles and responsibilities with new suppliers and identifying any required changes (for either the Service Desk or the tower provider) Capturing Service Desk -> Tower interfaces and confirming these with the new provider Outlining Service Desk requirements in terms of access to applications or systems, and ensuring these are replicated within the new environment (including any required training for agents on new tools, and a thorough testing phase) Deploying the SIAM processes and procedures to the new tower, and confirming their adherence to the processes Configuring the new supplier on the ITSM toolset Validation of the existing processes or knowledge articles against the new supplier and/or system, making amendments and re-training agents where necessary. Off-boarding is similarly complex and often will depend on the new mode of operation. Off-boarding processes should usually be led by the new provider, allowing them to publish their requirements rather than mandating ours. Atos are happy to work with new service providers to ensure a smooth transition into the new support model. Transition Pricing While subject to the factors above, Atos would recommend the following transition durations for a Call Centre Services set up, with a Time & Materials per day pricing, with incentives for completion to time/cost/quality/scope/risk. Small desk (<10 agents, <40K contacts per annum) 4 weeks to 3 months Medium desk (10-30 agents, 40K-80K contacts per annum) 6 weeks to 4 months Large desk no shorter than 3 months and no longer than 12 months. Cost per day: Between 0.5K - 1K depending on complexity required & split of customer/atos roles in the project organisation. A typical Atos transition project organisation would contain: Transition/Project Manager Service Desk transition specialist(s) Service Desk & ITIL resources ITIL transition specialists Technical resources (e.g. telephony/email/tooling configuration) Quality Assurance Project Administration. 7

6. Pricing The price for the Atos Call Centre Services depends on the scope of support, hours of service, and the size of the service (number of users or contacts). Price per call for the full service will generally range from 10 to 16 per contact, though this will vary based on the specific requirements and scope of support. This is based on the Service Desk being provided within the United Kingdom at an Atos strategic Service Desk location. Once the client agrees the full scope of the requirements, then a price can be accurately calculated and agreed. Pricing is flexible and it is possible to break it down in a number of ways, for example a per contact charge; a per end user charge; and a fixed charge for specified volumes. A per contact charge is more flexible, but SLAs/KPIs need to be added to ensure the Service Desk provider is still incentivised to support reducing contacts to the Service Desk through continuous improvement. Atos can also charge separately for on-boarding and off-boarding. Factors which will impact pricing are: Number of contacts (larger contracts tend to be cheaper due to efficiencies of scale) % split of contact channels (by phone/email/chat/web/social forum) SLA requirements (high % of call pickup/first contact resolution are generally more expensive) Complexity of service and diversity of IT estate (support for bleeding edge technologies versus mature, widely adopted ones tends to drive higher costs) Availability of automation for service desk functions (these would be provided SIAM-wide, such as online service catalogue linked to automated service request fulfilment owned within a tower) Functions in scope (including ITIL functions such as Incident Management will increase the cost per contact). 8

An indicative price based on the Atos recommended Service Levels is 14 per contact (25% of this cost is ITIL functions and 75% Service Desk). This is based on the example factors shown below: Price factor Contact volume % Split of contact channels SIAM Tooling (e.g. Ticketing system, Portal, Catalogue, self-help knowledge base) Service Levels Complexity & diversity of IT estate Automation availability for SD functions Functions in scope Recommended > 150,000 contacts per annum 60% phone, 5% email, 10% chat, 25% web or social forum Provided by SIAM function and selected from leading vendors (e.g. leaders in Gartner ITSSM Magic Quadrant) Service Desk provides tooling for customer telephone/email interaction Atos recommended service levels as specified in section 9 Standard IT estate (e.g. Desktop/Laptop/Tablets/Phones + Off the Shelf Software & industry standard line of business applications such as Oracle/SAP etc.) Most common, repeatable tasks are automated (e.g. Password Resets / Account creations / Software delivery) Call Centre Services provides core end user facing ITIL functions such as Incident/Request/Problem/Change management. Other functions provided by SIAM 9

7. Service management The Atos standard Service Management report covers all aspects of the service Atos provides, including SLA/KPI measurements per month and any other relevant information. The pack will be tailored to the Customer s specific requirements and agreed with the Customer Service Management team as part of the on-boarding process, to ensure the reporting provided truly represents the perception of the service being delivered. Atos recommends that all SLAs/KPIs are openly shared with the end user base consuming IT services, in a transparent way, typically via the customer s intranet. 10

8. Service constraints Due to the nature of the SIAM framework, there are a number of constraints on the Service Desk solution. Specifically: An ITSM Toolset must be agreed between Atos and the client or SIAM provider. This should provide: Ticket logging and routing to all support teams Automated Service Request Catalogue (including approvals) End user web portal including the ability to log incidents directly into the toolset Knowledge Base Configuration Management Database This does not necessarily need to be a single tool, however the tools should be fully integrated and minimise manual effort where possible The Service Desk will require the toolset to be configured according to agreed requirements, in order to provide an effective service. Where the toolset is not provided by Atos as part of the Service Desk, access and licenses will need to be made available to us. In order for Service Desk to resolve incidents and provide agreed levels of First Time Fix, Atos will require co-operation from Tower providers as follows: Access to and licenses for all necessary management tooling required in support of the user community Training and documentation ( knowledge transfer ) for management tools appropriate to the Atos role In this instance Tower providers would include current incumbent providers of technical systems who have not yet become part of the tower delivery model To facilitate successful on-boarding of the service, Atos will require cooperation from incumbent Service Desk providers for knowledge transfer activities and transfer/population of a knowledge base, as well as access to customer super users or business owners In order to access any relevant ITSM or Management tooling, the Service Desk will need access to the managed network for example with the creation of a managed network link, or by normal VPN access in the same manner as remote-workers. 11

9. Service levels It is important that Service Levels meet the needs of and support the business priorities of the individual client not all businesses require the same levels and types of support. Atos will therefore agree service level criteria and targets on an individual client basis. The Atos recommended service levels are based on benchmarking throughout industry and are designed to provide a balance between high levels of service and value for money. The targets compare favourably (and often exceed) those recommended by Gartner as well as those from other premier Service Desk industry bodies (such as the Service Desk Institute). These service levels are designed to provide an excellent Service Desk User Experience for the end-users, whilst providing client IT teams with confidence in the Atos service and good return on IT investment. Service Desk Service Levels Service Level Criteria Customer Satisfaction Telephone Call Pickup Target achievement 7.5/9 average score (based on using Atos preferred Rant and Rave system) 80% of calls answered in 20 seconds Average speed to answer (telephone) <35 seconds Telephone abandonment rate Email response Web chat response First Contact Resolution Service Availability Tickets resolved within SLA <3% of calls abandoned after 20 seconds 90% of emails responded to within 2 hours 90% of chat requests responded to within 2 minutes 70% (based on this being suited to business needs, and achievable given the client s IT landscape) 99.9% (8.76hrs of downtime/year) <=2 outages per year 95% (may be split by priority level e.g. Severity 1, 2, 3, 4. Atos would expect this to be part of an overall service level managed via SIAM) 12

Some additional KPIs which the Customer may wish to consider are: Agent satisfaction ( the Atos experience and industry research shows a strong correlation between Service Desk agent morale and Customer Experience) Agent average length of service (lower turnover/attrition equals more experience and understanding of client business, needs to be balanced with career development) % of time agents spend in training/business awareness sessions Call quality (ticket logging, agent s call handling quality, etc.) Average handling time % of Service Desk/low level tasks automated. ITIL / End to End Service Levels Other traditional SLA criteria which may apply as part of the wider IT landscape are listed below. Terminology/Definitions are referenced separately. These are all Atos standard service levels and can be provided as part of the Atos Call Centre Services offering, although the suitability for each customer would need to be agreed. Incident Management Incident Resolution Rates Major Incident Priority 1, Availability 99.9% Priority 1, Availability 99.8% No additional default Service Level defined (as the applicable Priority Level is valid) 90% within 2 Incident Handling Hours 90% within 3 Incident Handling Hours Priority 1, Availability 99.5% 90% within 6 Incident Handling Hours Priority 1, Availability 99.0% Priority 1, Availability 98.0% Priority 1, Availability 95.0% Priority 2, all Availability values Priority 3, all Availability values Priority 4, all Availability values 90% within 8 Incident Handling Hours 90% within 12 Incident Handling Hours 90% within 18 Incident Handling Hours 90% within 18 Incident Handling Hours 80% within 30 Incident Handling Hours 80% within mutually agreed due date Change management Completion Time for Changes Major Change Non Standard Change Standard Change, Class A Standard Change, Class B No additional default Service Level defined (as the applicable Change type (small/medium/large) is valid) 80% within due date mutually agreed per change request 80% within 1 Change Handling Day 80% within 5 Change Handling Days 13

Planning Time for Changes Standard Change, Class C Service Requests, Class A Service Requests, Class B Service Requests, Class C Standard Change, Class A, B or C Non-Standard Change Service Requests 80% within due date mutually agreed per change request 90% within 2 Change Handling Hours 90% within 4 Change Handling Hours 80% within 1 Change Handling Day 80% within 1 Change Handling Day (limitations for maximum number of changes per day apply) If Change is classified by Atos as Small or Medium: 80% Within 5 Change Handling Days (including cost estimation) If Change is classified by Atos as Large: No Service Level applicable No Planning time required (limitations for maximum number of changes per day apply) Problem management Maximum number of similar incidents before a problem is declared Priority 1 1 Priority 2 3 within 50 Incident Handling Hours Priority 3 10 within 100 Incident Handling Hours Priority 4 Not applicable Root Cause Analysis Resolution Time Problem Priority Level Critical Problem Priority Level High Time to find root cause and upload known error record Expected: <= 5 Business days Resolution: <= 4 Calendar weeks Time to find root cause and upload known error record Expected: <= 15 Business days Resolution: <= 6 Calendar weeks Problem Priority Level Medium Time to find root cause and upload known error record Expected: <= 6 Calendar weeks Resolution: <= 8 Calendar weeks Problem Resolution Time Problem Priority Level Low Time to find root cause and upload known error record Expected: <= 12 Calendar weeks Resolution: <= 12 Calendar weeks Mutually agreed, based on resolution time of Root Cause Analysis All of these can be discussed and agreed with Atos if required. 14

What about Business Value measures? Atos would also expect to develop a number of business value measures, for example: Time lost as a result of IT incidents Number of lost business hours through downtime IT impact on business unit productivity IT-driven cost/time/productivity savings released to the business. Atos believes that business value measures, while much harder to define and measure than traditional SLA/KPIs, are of greater value to customers and the business utilising the IT Service Desk. Given their complexity, business value measures would need to be agreed on a per customer basis. 15

10. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available. 16

11. Training No end user training is offered as part of this offering. Atos will provide end user awareness of the new service desk as part of transition. 17

12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/. 18

13. Termination terms 1.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions. 1.2 By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 19

14. Data restoration / service migration The nature of the Service requires some information to be made available during the migration of service. This will likely include: User details (Names, contact details, asset details, locations, etc.) Knowledge base (knowledge articles, work instructions, operations manuals, etc.) Service capacity information (contact & ticket volumes, broken down appropriately). This information will need to be confirmed and provided as part of the onboarding process. Likewise, if owned/stored by Atos this can be made available on exit. 20

15. Customer responsibilities In addition to ensuring working within the Service Constraints listed elsewhere (summarised below), within the SIAM framework there are a number of responsibilities which should be either met by the customer, or passed on to the SIAM provider/tower providers. Summary of Service Constraints: Provide fit-for-purpose ITSM toolset (either through Atos or otherwise) Provide access to tower-owned tools, and appropriate training/documentation Ensure co-operation from incumbent providers to facilitate successful onboarding of the service Provide access to the managed network for tooling access. Other customer responsibilities: Provide SIAM scope of responsibility and processes, so that the scope of the Atos Service Desk can be defined Ensure co-operation from all suppliers (SIAM provider plus Towers) in management of the service, including both Business as usual ticket management and Continual Service Improvement for example 3-2-1-0 or shift left activities, increasing the capability of the Service Desk to enable additional incident resolution Providing initial and ongoing capacity requirements to Atos to allow us to effectively plan the Service Desk capacity. 21

16. Technical requirements Access to the client network will be required in order to access the management and ITSM tools required to provide the service. The exact nature of this access can be agreed on a per-client basis. There are no specific technical requirements of the Service Desk itself. 22

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