HGS UK

HGS Pegasystems Managed Service; RPA, Intelligent & Cognitive Automation

Certified automation experts deploy and deliver Artificial Intelligence, Machine Learning, cognitive and interaction automation, RPA; OCR/ICR managed service for OFFICIAL workloads. Tailored to your needs; from basic monitoring to fully managed solutions. HGS is a trusted UK Government Tier 1 supplier with 100+ automated solutions ensuring reliability, security and compliance.

Features

  • Customised Automation Managed Service agreements
  • 24/7 performance and reliability monitoring
  • Up to 24/7 SOC via partner UK Cloud
  • Automation Cloud Platform Management Service
  • 24/7 issue resolution support, root cause analysis and reporting..
  • Application (security) patching, maintenance best-practices
  • Experienced in Amazon-Lex, Twilio Auto Pilot, IBM Watson, Google, Live-Person.
  • Experienced in Automation Anywhere, UiPath, Blue Prism, Pega Systems

Benefits

  • Automation Managed Service Agreements designed to your needs/budget
  • Real time alerting of potential issues and Bot optimisation management.
  • SC cleared SOC resource.
  • Cost analysis reporting /alerting, optimisation, security/compliance tracking/alerting
  • Incident management ensures timely issue resolution and minimised down time
  • Patching, maintenance ensures optimised and future proof automations
  • HGS automation experts deliver managed service that exceed customer/operations expectations
  • Seamlessly use client’s existing end-user interfaces and enterprise applications

Pricing

£362.00 a person a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@teamhgs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 2 9 9 8 9 5 6 8 5 3 5 2 0 6

Contact

HGS UK Rob Irons
Telephone: 07827 940800
Email: bidteam@teamhgs.com

Planning

Planning service
Yes
How the planning service works
A Project Manager will be appointed, working with the buyer and alongside the HGS automation certified experts, to plan your HGS Automated Digital Workforce Managed Service. HGS takes an Agile / Sprint based approach to Project Management. We kick off with HGS Automated Digital Workforce Workshops to assess readiness to plan your Automation Migration and Automation Managed Service. These include:
• Define your automation/digital workforce strategy
• Identify the connected infrastructure and architecture
• Design processes to ensure efficacy, quality and compliance
• Create Return on Investment (ROI) implementation plans
• Appointing HGS Automation experts to support your internal team
• Deliver people enablement to stand up an automation Centre of Excellence
• Build out plans for ongoing HGS Automated Digital Workforce Managed Service support
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Pegasystems

Training

Training service provided
Yes
How the training service works
Our team of automation certified experts work alongside your team to provide hands on skills and knowledge transfer to your team to help build internal skills.
Training is tied to specific services
Yes
Services the training service works with
Pegasystems

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
HGS automation certified experts, with the continued oversight of the HGS Project Manager, take the output agreed with the buyer from the HGS Automated Digital Workforce discovery workshops and the migration plan, to execute set-up and migration. The migration work is underpinned by our Agile/Sprint approach and includes but is not limited to; Architecture Provisioning, Workload Migration, Testing and Go Live with joint approval gateways at key milestones.
Setup or migration service is for specific cloud services
Yes
List of supported services
Pegasystems

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
HGS automation certified experts use SCRUM methodology with well-defined, documented processes for quality assurance and performance testing of the HGS Automated Digital Workforce Migration Service. Business requirements are turned into tangible assets and internally tested by senior quality assurance leads (QA). This QA process includes; certify User Acceptance Testing (UAT) readiness, including browser / device and accessibility testing and thorough regression testing.
Utilising baseline and final performance testing results, our Monitoring and Management tools support high ongoing levels of performance of the HGS Automated Digital Workforce Managed Service. HGS automation experts use a continuous and agile feedback loop to continue to optimise performance and quality assurance over time.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Other
Other security services
Security Operations Centre
Certified security testers
Yes
Security testing certifications
CHECK

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
A dedicated team of certified automation cloud monitoring and support experts ensure the continuous delivery and availability of your HGS Automated Digital Workforce with support options up to 24/7 for:
• Critical: System, Programme or Critical Function is inoperable; Impacts production
• Major: A major function does not work, is disabled, or gives incorrect results; Impacts production
• Minor: A minor function does not work, is disabled, or gives incorrect results; Minor impact to production
• Cosmetic: Less critical than a minor problem; Does not impact production

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our email or ticketing support service levels apply 24/7 with response times according to priority levels:
• Critical - 0.5 Hours
• High - 2 Hours
• Medium - 8 Hours
• Low - within 48 Hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
The tools/ applications we use have been tested by the automation provider for accessibility suitability
Support levels
A dedicated team of certified automation cloud monitoring and support experts ensure the continuous delivery and availability of your AWS Cloud Managed Service with support options up to 24/7 for:
• Critical: System, Programme or Critical Function is inoperable; Impacts production
• Major: A major function does not work, is disabled, or gives incorrect results; Impacts production
• Minor: A minor function does not work, is disabled, or gives incorrect results; Minor impact to production
• Cosmetic: Less critical than a minor problem; Does not impact production

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Pegasystems

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£362.00 a person a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@teamhgs.com. Tell them what format you need. It will help if you say what assistive technology you use.