From time-to-time SDI presents awards to recognise the achievements of people or organisations, who have demonstrated exceptional qualities and exceptional achievements. Over the last 10 years CGI‘s teams have consistently demonstrated the highest level of excellence achievable in SDI’s Service Desk Certification (SDC) programme.
SDC is known to be a challenging programme to be part of, due to it’s demand on IT services to maintain the global best practices which govern the programme. During the last 10 years, through organisational change, service transition and even the pandemic, CGI’s commitment to service excellence has been unfaltering. With the continual focus on their people, the service experience and their customers. This year SDI are glad to present CGI UK with the Industry Recognition Award, recognising 10 years of commitment to service excellence.
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. CGI’s Service Desk team is based in Bridgend, with smaller satellite locations at Solihull and the Scottish Borders, providing services to public and private sector clients across the UK. The UK Service Centre of approximately 700 analysts operate ITSM processes for over 200 clients, handling 2.7 million contacts, managing 60,000 changes and proactively addressing over 1000 service issues each year.
SDI’s Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality. The Global Best Practice Standard for Service Desk provides a set of clear and measurable benchmarks for IT service operations.
We caught up with Jayne Kennington-Arnold, Vice President Consulting for End User Services at CGI to find out more about how CGI have remained dedicated to service excellence and the SDC programme over the last 10 years:
How has CGI managed to keep the focus and commitment on service excellence over the years?
CGI use the SDI Best Practices along with our internal measures such as feedback from our members (CGI’s term for its employees) and clients through Service Level Agreement performance, member/ client satisfaction programmes and voice of the member/client satisfaction surveys to ensure that we are continually aware of and focused on the appropriate areas to evolve and improve further. CGI are passionate about providing World Class Service Excellence at every opportunity and at every level embedding excellence in everything we do.
CGI accepting the Industry Recognition Award at the SDI Awards 2022 in Birmingham on 22nd March.
Why is commitment to service excellence so important?
Client and member satisfaction is key in CGI’s success and service excellence is one of the primary ways of achieving this. Delivering service excellence to our clients ensures that they want to remain doing business with us, and are also happy to act as references for prospective clients.
What are you most proud of from the accomplishments CGI have achieved during its time in the SDC programme?
One of our proudest accomplishments is the amazing feedback we receive from the member and client interviews demonstrating how service excellence is key to achieving the best outcomes for both our members and clients
What are the future goals for the team?
Our future as a team, with guidance from the standards set by SDI, and with SDI is to continue to evolve our offering and deliver service excellence to our clients new and existing. In particular we are evolving our AI capabilities to provide complex technical fixes to enhance experience and further delight our clients. We are focussing on user experience and the understanding of what the end user really wants from the service – guiding both our existing and prospective clients with the wealth of expertise we have within the team
Do you have any tips for other IT services with aspirations of becoming a 5* World Class service?
Focus on getting the basics right first and making it sustainable, then look for the WOW factor.
Are you striving for service excellence? Want to improve & develop your service offering while proving the value of your service to customers & the wider business?
Service Desk Certification can add real value to your organization no matter your size or industry. Find out more about SDC by downloading the Service Desk Essential Handbook.
Or feel free to get in touch using the form below if you have any questions or would like a friendly chat to learn more: