Services Description
GPSoC Service Name / ICT Service DeskGPSoC Service ID / EGICTSD
Functionality/Service Overview / The Egton ICT Service Desk provides the single point of contact for all your ICT Service Desk requirements.
The Service Desk is manned by 50 highly trained and experienced technical consultants, who are always ready to provide the User with effective, fast and responsive technical support, information, diagnosis and requests for service.
Any service User can call about any IT related issue. If our team can’t resolve an incidentthey will take ownership of it and engage with the correct supplier on the practices’ behalf, managing the incident to resolution.
The Service Desk is;
•Health and Social Care Information Centre (the national provider of information, data and IT systems for health and social care) certified and approved.
•Has N3 access for remote connectivity
•Operates 24/7/365
•Operates low rate dedicated telephone numbers
•90 per cent of calls answered within 30 seconds
•90 per cent of all incidents resolved remotely
•High first time fix rate
•Real time online incident tracking
•Fully measured reporting service
•Quarterly service reviews
•ITIL compliant – ISO 20000, ISO 9001 and ISO 27001 accredited
•All calls answered by Egton staff
Support / Standard Service Performance & Support:
Service Metrics
Priority Level / Incident Category / Definition: / Initial Response: / Resolution (where remote solution is possible)
1 / Critical / Examples:
No access to clinical system
No ability to print scripts throughout the practice / 30 Minutes / 2 Working Hours
2 / High (Disruption) / Where a practice experiences loss of key functionality affecting many users.
Examples:
Loss of key system script printer
Loss of more than half of peripheral connectivity to the local area network (LAN) / 30 Minutes / 4 Working Hours
3 / Medium (Inconvenient) / Where a practice experience loss of functionality effecting one user
Examples:
General PC faults
Single User Printer faults
Scanner faults / 30 Minutes / 4 Working Hours
4 / Low (Low Impact) / Reduced PC performance (e.g. running slow) / 30 Minutes / 8 Working Hours
5 / Minor (Non Fault Call) / Low priority service requests / 30 Minutes / 5 working days
Support Arrangements
Service Desk
The Service Desk provides a comprehensive portfolio of services, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the Customer. Each Incident is given a unique identifier (ECR number) and any actions are recorded real-time into the ECR and stored in the Egton Customer Database (CDB).
Telephone Support
The Service Desk is a department dedicated to resolving the technical issues of our Customers. All the staff is skilled technically and trained in customer service so they are able to deal with calls direct from the Customer. This team can be contacted in several ways:
- Telephone the Service Desk helpline during the normal Working Hours. Calls may be monitored for training purposes.
- Fax the Incident through to the Service Desk using the dedicated fax number; this should not be used for urgent faults.
- You can log the Incident via the online ECR Tracker.
- Email the Incident to .
- If an Incident is experienced outside Working Hours there are a number of steps that can be taken:
- Refer to the on-screen help text or the relevant user guide to try to resolve the Incident.
- You can log the Incident via the online ECR Tracker.
- Email the Incident to
The Egton Service Desk will provide Resolution as far as possible for all supported hardware and software Incidents – e.g. standard desktop support, PC or Printer fault finding and Resolution (not including those requiring on site repair), connectivity issues, and training issues, and requests for Service. Egton will also endeavour to provide remote Resolution for any NHS mail queries and local user account management where suitable access is available. Where Egton is unable to complete a Resolution we will triage the Incident to the relevant third party and manage this Incident on your behalf until a Resolution is found.
Triage of Incidents
Where Egton are unable to provide remote Resolution we will triage your Incident to the relevant third party. You will retain your Egton Incident number (ECR) and Egton will manage the Incident on your behalf. Occasionally some service providers will need to speak to a user at the practice but where possible Egton will handle all queries. Egton will typically triage Incidents relating to your Clinical Software, national / spine related Incidents, hardware Incidents where a third party maintenance contract or warranty is in place.
Connectivity Support
The Service Desk provides telephone support for the connection of Peripherals (e.g. PCs and Printers) to the Network this includes fault diagnosis with existing Peripherals and initial configuration for new devices, no matter where the devices were acquired.
Incident Management
Incident Tracking
As part of the service all Customers have their own secure login to Egton’ online ECR Tracker. This allows users to have live updates on the progress of an Incident, send feedback messages, and close the Incident should it be resolved via other methods. New Incidents can also be logged via the ECR Tracker.
Incident Escalation
The Service Desk follows strict guidelines, protocols and procedures to ensure each Incident is dealt with appropriately and efficiently. If you feel for any reason that you have received a less than satisfactory level of service, you should bring this to the immediate attention of the Service Desk by providing the ECR number of the Incident you wish to escalate.
Egton has defined procedures for dealing with escalated issues and these procedures ensure the appropriate level of feedback and communication is maintained with the Customer. The escalation processes within the Service Desk dovetail with our dedicated Quality Assurance department which is responsible for ensuring continual improvement of services and that all Responses to escalation are dealt with in an appropriate manner.
Incident Closure
All Incidents are rectified remotely where possible. Resolution time is defined as the Working Hours starting when the Incident is logged by the Service Desk, and finishing when the Customer has agreed the Incident has been resolved. This communication can be made in one of three forms:
- Direct communication via the telephone.
- Communication through the online ECR Tracker, which will include a description of the diagnosis, Egton and Customer actions and Resolution details.
- Email ().
In the event a site visit or a back-to-base repair has been arranged, the Customer will receive a follow-up call to ensure they are in a position to agree closure of the Incident.
Overall Resolution time does not include time lost due to unavailability of the Customers staff or inaccessibility to the system due to Incidents with remote access. The application of a temporary software ‘fix’ or alternative method of achieving the desired result is deemed sufficient to terminate the Resolution time, provided that it successfully allows the Customer to continue their normal business.
Availability Standard: / This is a professional service however the availability of the Service Desk is
24/7/365
Availability Variant 1: / This is a professional service however the availability of the Service Desk is
17:00 to 08:00 Mon to Fri and 24 hours Sat and Sun
Availability Variant 2:
Incident Fix Times Standard: / Please see above table in Standard Service Performance & Support
Helpdesk Standard: / 24/7/365
Helpdesk Variant 1 / 17:00 to 08:00 Mon to Fri and 24 hours Sat and Sun
Helpdesk Variant 2
Pricing Information
Pricing Approach / Standard Price (£’s)£575.00 / Unit Price (£’s);
£575.00
Per Practice
Per annum
Where alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).
Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution) / Price of Variant Service
Service Variant description 1:
Service Desk
17:00 to 08:00 Mon to Fri and 24 hours Sat and Sun / Unit Price (£’s); £295.00
Per Practice
Per annum
Service Variant description 2:
Not applicable / Unit Price (£’s);
Per annum
Service Variant description 3:
Not Applicable / Unit Price (£’s);
Unit of charge (e.g. per practice, per device, per patient etc.);
Time period (e.g.one-off charge, per month, per quarter, per annum etc.)
Integrations with Principal Clinical System Providers / Where there is a current or proposed integration with a Principal Clinical System Provider, details should be provided of any price differences that apply for:
Compliant / non-compliant Lot 1 integrations or variations; and
Price Variations that are dependent on the identity of the Principal Clinical System Provider
Not Applicable
Invoicing Terms / Invoice frequency (e.g. monthly, quarterly, annually)
Quarterly
Invoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)
In arrears
Other invoicing terms:
Not Applicable
Payment Terms / Due date for payment (e.g. 30 days after receipt of invoice)
30 days after invoice
Details of any early payment discounts Not Applicable
Any other payment terms
Not Applicable
Discounts / Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band
Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination
Not Applicable
Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector
Not Applicable
Dependencies / Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practice, other supplier) relating to the provision of the product or service
Infrastructure dependencies (networks, hardware, software etc.) None
Service dependencies
None
Local Personnel dependencies
None
Related Products or Services / Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;
Related products or services that can be provided at a lower price consequent to this product or service being in place
Not Applicable
Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently
Not Applicable
Resource Based Pricing / Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)
Not Applicable
Other pricing information / Deployment arrangements: costs, duration and activities associated with the deployment of this product or service
Not Applicable
Other
- For customers that are currently receiving the service provided by this Catalogue Item then EMIS will offer the service at their current annual charges where these are less than the Guaranteed Maximum.
- By mutual agreement between the customer and the supplier, to aid the transition of existing services and the administrative convenience for new orders, this product or service can be invoiced and paid either annually or quarterly in advance by inserting a special term in the Order.