CGI - Robotic Process Automation (RPA) and Intelligent Automation (IA) Services

Providing end-to-end services that support clients from the first steps on their automation journey through to managing a virtual workforce critical to business operations. Our IA experts work collaboratively with client teams to deliver operational transformation to create a hybrid workforce, delivering efficiencies and becomes routine in the future workplace.


  • Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education
  • Selection, design, implementation and support of cloud based automation platform(s)
  • Joint development of strategies and roadmaps for RPA and IA
  • Strategic readiness assessment against pillars of an Automation Operating Model
  • Automation Operating Model design and resourcing to complement clients' capabilities
  • Identification, assessment and prioritisation of processes suitable for automation
  • Design, development, testing, deployment and support of automated processes
  • Design of unattended automation of end-to-end complex enterprise processes
  • Service management, support and reporting dashboards for deployed automation services
  • Automation health check and optimisation for live process automations


  • Leverage proven automation methodology, reducing implementation costs, strengthening financial cases
  • Improve citizen experience and achieve digital by default goals
  • Improve operational efficiency and quality, reduce operating costs and risks
  • Managed business change, preparing organisations for the future workplace
  • Staff supported by virtual assistance, improving staff morale and satisfaction
  • Accelerate realisation of wide ranging business benefits delivered by automation
  • Business reporting dashboards to monitor work undertaken by virtual workforce
  • Continuous monitoring, orchestration and optimisation of virtual workforce, maximising productivity
  • Collaborative CGI and client delivery, upskilling client in-house capabilities
  • Enable self-paced client delivery of Automation Operating Model services


£478 per person

Service documents


G-Cloud 11

Service ID

8 2 0 8 2 0 3 6 0 4 1 9 4 7 8



Roger Baileff

07841 602596


Planning service
How the planning service works
CGI supports clients to realise benefits through accelerated adoption of automation, delivering flexible, vendor agnostic, virtual workforce solutions, and ensuring enhanced experiences for employees, citizens and customers. Engagement is driven by clients' pace of change, goals for automated operations and degree of self-sufficiency required. CGI's Strategic Automation Readiness Assessment (SARA) will: • Inform the construction of an automation strategy and roadmap, • Advise how automation will build operational transformation, • Enable organisations to progress automation journeys with confidence, with support from assured and committed workforces, • Leverage established and proven implementation methodology, • Create a range of deliverables contributing to successful deployment of automated operations, allowing clients to: • Enhance their understanding of RPA and IA technologies, how they work and the expected benefits; • Conduct a SARA, create an automation strategy and roadmap tailored to the organisation's current capabilities and business drivers; • Highlight suitable process areas to commence automation journey and business change considerations; • Assess potential processes for automation, their sequence, defining expected business benefits and outline the financial case; • Design/deploy end-to-end enterprise process automations and integrate with the existing technology estate; • Support software application, hosting infrastructure, technical integration, virtual workforce and automated work processes.
Planning service works with specific services


Training service provided
How the training service works
CGI develops bespoke training plans tailored to a client’s specific needs and complementary to the Automation Operating Model design and service responsibilities of the client and supplier. If requested, we can assist with identifying suitable client staff to perform the roles required to operate the automation service. CGI training courses supplement the training content, courses and certifications provided by vendors of the selected automation software platform(s). CGI takes a role based approach to formal training to ensure the required level of expertise is achieved across the client team. Examples of key roles for which training is provided: • Business process owner – responsible for business operations within scope of the automation service; • Automation consultant – responsible for identifying suitable processes for automation, the automation solution design, quality assurance and early life support; • Automation process designer – responsible for defining the processes to be automated and writing process definition documents; • Automation engineer – responsible for developing automations executed by the virtual workforce in a controlled manner; • Automation operator – responsible for monitoring and support of live automations, ensuring the availability of virtual workers and completion of business operations in accordance with SLAs.
Training is tied to specific services
Services the training service works with
  • RPA
  • IA

Setup and migration

Setup or migration service available
How the setup or migration service works
CGI can establish a new/help migrate an existing automation service. Setup service can apply to automation software/hosting, or software only, engaging with client and third party business system and infrastructure providers as required. We will install, configure and manage the selected automation software on the chosen cloud hosting provider, including business change management advice and delivery for a successful adoption of an automation service. Our standard approach to automation service deployment provides separate development, staging and production environments. Completed development of process automations will be released into the staging environment for System Integration Testing (SIT) and User Acceptance Testing (UAT) and once proven, released into production. Once in production, process automations conform to change control and release management processes. Incident resolutions will be applied as emergency changes, with all environments updated retrospectively to ensure consistency is maintained. CGI automates management of the virtual workforce using CGI’s Bot Optimal Schedule Supervisor (BOSS) to execute a range of activities: • Dynamic scheduling based on a combination of priorities, defined run times and process SLAs; • Proactive monitoring and automated triage; • Reallocation of workloads to available workers, for virtual worker unavailability; • Raising incidents for process, virtual worker, target business system failures.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
CGI’s approach to quality assurance and performance testing when deploying process automations, embraces a robust testing approach and a strong focus on continual engagement with client process experts. As experienced users of the targeted business system(s), the contribution of client process experts is integral to the assurance and review process and their knowledge is drawn upon throughout an automation delivery. The continuity provided by CGI IA consultants throughout all stages of automation delivery, is also key to CGI’s quality assurance approach. Each automated process is assigned a CGI IA consultant who serves as a single point of contact for the combined CGI and client project teams. This approach provides clients with the necessary governance and assurance required when deploying an automated process. Quality assurance considerations are incorporated in all stages of CGI’s Process Automation Methodology. Please refer to the Service Description for further details of CGI’s quality assurance approach

Security testing

Security services
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Security testing certifications
  • Tigerscheme
  • Cyber Scheme

Ongoing support

Ongoing support service
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
RPA platforms can be deployed/managed in different architectures. CGI help clients design the architecture that supports their strategic objectives and business operations. Our managed service supports both dedicated client automation platforms and CGI’s multi-tenanted RPA-as-a-Service. CGI offers a range of support services including; • Service management; • Service desk; • Application management; • Infrastructure management; • Capacity management; • Incident/problem management; • Digital workforce management; • Process automation support and maintenance; • Change and release management. We will define a support model appropriate for the architecture of the automation service and our service responsibilities. Our 1st/2nd/3rd line Service Desk undertakes incident reporting for deployed automation and hosting services, with escalation to agreed SLAs, using a standard ITIL model. Our RPA-as-a-Service is monitored 24x7 by the Control Bridge who takes the required remedial action to ensure the continued service availability. On detection of an incident impacting the infrastructure supporting the virtual workforce, the Control Bridge will attempt to remedy the incident and restart the affected processes. If the failure is limited to an individual virtual worker, the process will be deployed to another virtual worker to ensure business operations are maintained. Please contact us for greater details of our support service.

Service scope

Service constraints
CGI offers a range of cloud support services and any constraints are dependent on the services selected by the client. CGI will identify any constraints relevant to the chosen services and combination of services. This approach provides flexibility for the client in terms of the services it may wish to deliver in-house and those provided by the supplier. CGI will be pleased to discuss specific client requirements, constraints and available options

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1: within 30 minutes;
Priority 2 : within 1 hour;
Priority 3: within 4 hours;
Priority 4: within 8 hours from receipt of call.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Support levels
Priority 1: Response within 30 minutes, resolution or work-around within 24 hours;
Priority 2: Response within 1 hour, resolution or work around within 3 working days;
Priority 3: Response within 4 hours, resolution or work around within 10 working days and permanent resolution in next release;
Priority 4: Response within 8 hours, resolution or work around within 30 working days and permanent resolution in next major release.


Supplier type
Not a reseller

Staff security

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


£478 per person
Discount for educational organisations

Service documents

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