Our latest case study explains how a new service desk provider helped improve user experience and lead to recommendations for saving money.

The requirement

The Crown Prosecution Service (CPS) works from 14 key regional sites with links to courts and police forces across the UK. 

They required a service desk provider who could manage all of their service user contacts, critical operational services integration and management (SIAM). 

They also required the supplier to receive, triage and manage calls to resolution, along with reviewing the incidents raised and suggesting continuous improvements to the services provided across all the CPS ICT suppliers. 

Despite the fact that they operate across a multi-supplier environment, the CPS wanted to ensure that their user experience was seamless, and that users had access to the help and support they required. 

The solution 

The CPS used our Technology Services 2 framework to find a supplier who could meet their requirements.      

CGI’s 5-star certified service desk was successful in securing the contract.

It acted as the single point of contact for users to obtain assistance and support for all ICT services within the CPS multi-supplier environment. They were able to provide CPS with the following solutions:

  • service desk: the 24 hour a day service provided a single point of contact for users seeking assistance relating to any ICT services. It is responsible for logging tickets from multiple channels including phone calls, email, WebChat and the self-service user portal, as well as managing incidents through to resolution by co-ordinating with other suppliers operating in the CPS’s multi-supplier model.
  • IT service management (ITSM): services to configure, manage and maintain the ITSM. This includes incident management, problem management, service level/priority management, request fulfilment management, service asset and configuration management, knowledge management and service level and MI reporting.
  • managing the multi-supplier operational environment: operational service management and monitoring across all services relating to the ICT environment, the CPS and other suppliers. This includes managing major incidents to resolution, managing cross-supplier problem management process and maintaining the master configuration management database (CMDB).  
  • supplier provided services: delivery of services such as customer satisfaction, IT service continuity management, knowledge management and service, security and issue escalation to support CGI’s own service desk provision.  
  • continuous service improvement: consistently develop to improve the overall service to CPS users. Improvements implemented to date include ticket trending to identify user-training needs, development of ServiceNow dashboards for use by all CPS suppliers and enhancements to major incident reporting.  

The results 

The CGI 5-star certified service desk, which is located in the UK, now manages in excess of 13,000 contacts per month for CPS and has helped deliver the following results:

  • a responsive approach during COVID-19 to facilitate rapid changes in processes and working practices to enable CPS to adapt to evolving business challenges 
  • reduced call waiting times achieved through accurate demand forecasting and workforce availability planning from analysis of call patterns and trends
  • reduced timescales for reporting and recommendations on cost reduction
  • a better user experience through the availability of multiple contact channels, including a user portal with knowledge and self-help articles
  • operational integration to provide CPS users with a seamless service across its multi-supplier environment.

Fiona James, Deputy Director of Digital, Digital Technology Service at CPS said:

CGI continues to demonstrate its commitment to CPS, its users and multiple suppliers by working collaboratively, managing change to minimise the impacts, as well as proactive management of incidents and requests. 

Let us add power to your procurement

Our Technology Services 2 framework has now been replaced by Technology Services 3, which includes new features including reduced timescales, pre-defined terms and conditions and over 250 suppliers, of which 64% are SMEs. 

To find out more about our Technology Services 3 framework, register for our complimentary customer webinars on 15 September at 10am and 21 September at 2pm