Logica, now part of CGI Group Inc. (NYSE: GIB) (TSX: GIB.A) has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk. It is the first time that any organisation has achieved the 5 star standard and is recognition of CGI/Logica’s commitment to continually improving customer service levels.
The 5-star service desk certification is a definition of the ultimate levels of quality and delivery for world-class service desks and serves as an aspirational guide for all service management organisations. In 2012 SDI introduced the new 5 star standard to recognise those progressive organisations that are able to deliver the highest possible level of customer service.
The UK service desk team, based in South Wales, supports more than 180 clients across the public and private sector with highly trained members. It was also the first managed service to achieve 4-star service desk certification.
To award the 5-star certification SDI carried out a four day audit incorporating feedback from clients and staff, and worked alongside members to understand the how the team provide services to a broad range of organisations. It found true integration of the service desk with the wider service management functions demonstrated combined strength and commitment to delivery excellence.
Tim Gregory, UK President, CGI, said: ”The SDI Service Desk Certification is testament to the hard work of the team and their commitment to providing outstanding levels of service. We invest a lot of time in our members with in-depth training upfront so they have the skills to best help meet client’s diverse needs. We also encourage the team to spend time with our clients to greater understand their overall objectives and how their business works. Investing this time from the outset, allows us to offer our clients an unrivalled level of service and, as is proven by our accreditation.”
Tessa Troubridge, Managing Director, SDI, said, "Achieving 4 star on two consecutive occasions for the SDI Service Desk Certification programme is a tremendous accolade in its own right and to be recognised as a 5* world class service desk is a truly outstanding achievement. I am delighted and proud that we have been able to certify CGI/Logica as the first 5* world class service desk.
“The service desk is extremely impressive with a remarkable people culture. Every team member displays a tangible passion, enthusiasm and drive to deliver not only excellent customer service but to provide added value as part of every single customer engagement. This culture is evidenced throughout the fabric of the organisation, the processes in place and the unique approach to team work to enhance the customer experience. It is in the DNA of each of the team members, their team leaders and across all levels of management and is driven both top down and bottom up. This exceptional people culture is one of the real WOW factors of the service desk of which they should be extremely proud and which all other service desks should aspire to achieve".
About the Service Desk Institute (SDI)
Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme. Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. Website: www.sdi-europe.com.
Founded in 1976, CGI Group Inc. is the fifth largest independent information technology and business process services firm in the world. With approximately 71,000 members located in offices and global delivery centers in the Americas, Europe and Asia Pacific, CGI offers a comprehensive portfolio of services including high-end business and IT consulting, systems integration, application development and maintenance, infrastructure management as well as a wide range of proprietary solutions. Further to the recent acquisition of Logica, CGI’s annualized revenue is in excess of C$10 billion, with an estimated order backlog of approximately C$18.3 billion; its shares are listed on the TSX (GIB.A) and the NYSE (GIB) and are included in the FTSE4Good Index. Website: www.cgi.com.
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