The Crown Prosecution Service improve their user experience with our Technology Services 2 framework

25 Aug 2021 12:47 PM

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:

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:

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Our Technology Services 2 framework has now been replaced by Technology Services 3, which includes some new features such as reduced timescales, pre-defined terms and conditions and over 250 suppliers, of which 64% are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