Tools and processes

Boosting efficiencies, cutting costs and ensuring quality

At CGI, IT outsourcing goes hand-in-hand with our Management Foundation governance model. This model includes three major frameworks, including one that focuses on quality assurance and client satisfaction, which we call the Client Partnership Management Framework (CPMF). The CPMF covers every aspect of our engagements, including service offerings, contract negotiations and service delivery, and makes use of the best IT tools and processes available.

Built on CGI's collective expertise and experience, the framework reflects the industry's best standards and practices (ITIL®, PMI-PMBOK, ISO-12207, ISO-9001, ISO 27001, IEEE-1074, SEI-CMMI, COBIT, etc.) and is built to support our full range of services and implementation strategies.

The CPMF is one aspect of the CGI Management Foundation, a set of values and principles that governs the management of our global activities and seeks to ensure quality and excellence in all our partner relationships. By implementing the Foundation, CGI offices have obtained ISO 9001 certification.

Outsourcing tools and processes

CGI's outsourcing processes are based on the Project Management Institute's Project Management Body of Knowledge (PMBOK) as well as industry best practices, including ITIL, SEI-CMMI, COBIT and ISO 9001. Our CPMF also includes proven methodologies required to manage and support IT outsourcing services engagements, independant of their scope, including the following:

  • Concert™: developed by CGI specifically for the development and integration of complex applications
  • Peritus®: an approach used to maintain and upgrade legacy applications
  • IConcert™: a rapid and agile development methodology

Another important feature of the CPMF is the range of integrated outsourcing tools that utilize the latest technologies and enable our IT professionals to complete projects quickly and efficiently. These include the following:

  • AMT: an Application Maintenance Toolkit that supports the Peritus® methodology
  • CynerGI™: a unique pan-CGI document management and collaboration platform that facilitates knowledge sharing and distribution
  • ITIL solution: a service management solution used to manage incidents, problems, configurations, changes and versions
  • ERP toolset: a resource used to manage timesheets, expenditures, employees, contracts and invoicing

Measuring client satisfaction with IT managed services

CGI's CPMF is an effective operating model for IT outsourcing services that deliver the following benefits:

  • Accelerated delivery through enhanced productivity
  • High end-user and client satisfaction levels through quality gains
  • Cost savings through efficiency gains
  • Continual improvement throughout the application management lifecycle
  • Multi-disciplinary teams of professionals with the expertise, tools and supervision to ensure client success
  • Fast response and problem-solving times

In line with our Client Satisfaction Assessment Program (CSAP), our ability to successfully deliver these benefits undergoes constant evaluation. Every client attends a meeting with its CGI account manager to ascertain its overall level of satisfaction with the services provided, identify any points requiring improvement and address any concerns promptly. In fiscal 2011, we obtained an average rating of 9.1 out of 10 based on signed client assessments, as well as a loyalty index of 9.4, showing that our clients intend to continue using CGI's services and recommend us to others. Moreover, more than 95% of all projects completed by CGI were delivered within the budgets and deadlines established with clients.

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