The contract will see the IT company provide initial triage and assistance for civil servants with tech issues, as well as supporting the ministry in responding to more severe incidents
The Ministry of Justice has signed a £40m long-term deal to retain incumbent supplier CGI to provide a round-the-clock IT helpdesk service.
The two parties entered into an initial 44-month contract on 31 May. The deal, which can be extended by a further 16 months – taking its potential lifespan to five years – is valued at about £42.2m, once VAT is factored in. Almost £3m of this is expected to be spent during the engagement’s first year.
The MoJ previously signed a five-year agreement with CGI in 2019, which is scheduled to conclude in November. That deal was valued at a little under £30m.
Its replacement will cover the “delivery of MoJ Digital Service Desk function, that provides first line IT support for all MoJ users, including answering queries, triaging incidents, and providing first contact resolution, 24/7, 365 days a year”.
The text of the contract outlines that, in providing this service, CGI will be expected to “be the first point of contact for users requiring assistance” with IT issues. Once problems have been reported, the IT services outfit will be expected to triage and, ultimately, address them.
“For all contacts, the supplier shall record all communication and actions taken,” the document adds.
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The service desk functionality should also incorporate “‘How do I’ support” for MoJ tech services and will be expected to “update knowledge articles relevant to the” services being provided to users.
The contract reveals that CGI will manage the process of addressing IT incidents rated at the lower severity levels of 3 and 4 – while the MoJ itself will take the lead on the most serious severity level 1 and 2 incidents.
The supplier will, however, “inform and support the buyer’s Major Incident Management team of updates during major Incidents”.
CGI will be tasked with working alongside the MoJ “in its drive to identify automation, scripting, first contact resolutions, and other opportunities to improve” its service-desk offering.
In another significant tech contract award, the ministry has also signed a three-year deal intended to address its need for “support across all Microsoft products providing problem resolution services and reactive and preventative support”.
This agreement, which was awarded to Microsoft itself, came into effect on 1 June and runs for an initial term of three years. About £7.2m is expected to be spent during this time.
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