European Medicines Agency awards Serco ICT support deal

The European Medicines Agency (EMA) has awarded Serco a four-year contract to provide its outsourced ICT service desk.


The European Medicines Agency (EMA) has awarded Serco a four-year contract to provide its outsourced ICT service desk.

The agreement, which is worth €4.5 million (£3.6 million) and started on 1 July, will see Serco support 1,000 staff and contractors at EMA’s London headquarters in Canary Wharf.

The company will also assist the agency’s larger ‘stakeholder community’ across Europe such as regulators, pharmaceutical industry, healthcare professionals, patient and consumer organisations.

The service desk handles approximately 60,000 calls every year regarding the ICT applications used by staff.

EMA is an agency of the European Union (EU) responsible for evaluating medicines developed by pharmaceutical companies for human and veterinary use in the EU.

Serco has been providing ICT support services to EMA since 2010.

The existing set up of two teams will continue, with one specialising in support for the bespoke applications and the other assisting with off-the-shelf applications and general purpose support and usage issues for PCs, smartphones, telephones, audiovisual hardware and other equipment.

The organisation works on a largely Windows PC base, with a smaller number of Mac OS X and Linux users, according to the contract award notice in the Official Journal of the European Union.

The service desk will support a large range of off-the-shelf applications, including MS Office, Filermaker, Documentum, Adobe Acrobat Reader, SAP, Visio Viewer and Citrix ICA Client, which are installed on all PCs at the agency.

Serco will also be responsible for supporting roughly 110 small, medium and large bespoke applications, such as EudraVigilance, a drug safety system serving over 18,000 users, and Eudralink, a secure messaging system used by over 18,500 people.

The service desk uses the tool INFRA for reporting and tracking.

Serco provides IT support service to the European Parliament thanks to a six-year contract worth €60 million (£54 million) announced earlier this year. It also provides ICT services to a number of local authorities in the UK including the London Borough of Enfield and Lincolnshire County Council