The Ministry of Justice (MoJ) has agreed on a contract with CGI IT to provide a digital service desk function over the next five years.
The contract award notice says the company will provide first line IT support for all MoJ users, including triaging incidents and providing first contact resolution on a 24/7 basis, 365 days per year.
It also indicates a value of up to £35.1 million.
The contract has been arranged under the Crown Commercial Service’s Technology Services 3 procurement framework, and states a number of service outcomes, including that the supplier will work with the MoJ’s service desk team to develop a joint business plan and relationship strategy, and a relationship measurement mechanism.
It also involves CGI collaborating with the ministry’s other suppliers of second or third line support to agree on requirements of the service desk, and having the ability to adapt to new or replaced digital contracts.
Incident management and improvements
In addition to the provision of a service desk, the company will be responsible for incident management, problem management, adopting the ministry’s ISO20000 processes and procedures and IT Service Management toolkit, and suggesting improvements to processes where appropriate.
The contract reinforces the relationship between the MoJ and CGI. Last year they renewed an agreement for the maintenance and support of a range of business-critical application at HM Courts and Tribunals Service, under contract value at up £60 million.
