IT support for States of Guernsey

IT support for States of Guernsey staff will be provided by C5 Alliance from 1st August 2025, as part of a new two-year agreement.

Following its decision to terminate its contract with Agilisys, this agreement with C5 Alliance is the first as part of the government’s new multi-vendor model; meaning services and projects will be delivered by a range of providers rather than one. Announcements about further agreements are expected in the coming days and weeks.

C5 Alliance will provide the States’ IT helpdesk, which is a support centre that helps staff with technology-related issues. It acts as the point of contact for staff to report problems, ask questions or request services related to their computers, software, or other technology equipment. The helpdesk team works to resolve these issues quickly, ensuring that users can continue their work with minimal disruption.

Guernsey-based C5 Alliance will utilise new and improved service desk technology, with the aim of making the process of requesting IT support easier for staff. It is also intended that staff will be able to ‘self-serve’ more easily with clearer guidance on how to do this – reducing the need to go to the helpdesk.

The initial contract is for two years with an option to extend for a further two years. The budget for the provision of the IT helpdesk for the States’ 5,500 staff is about £750,000 per year.

Gé Drossaert, States Chief Digital and Information Officer, said:

‘This is an excellent first step as we move towards our new multi-vendor model for the delivery of IT services. I am particularly pleased that we have been able to appoint an on-island provider who invests in Guernsey, and believe this represents value for money. I am confident that C5 are dedicated to deliver a first-class service and form an integral part of our new model. We have a clear service level agreement as part of the contract that provides confidence and guarantees accountability. The main driver with any change is a tangible improvement, one that is felt by our staff who rely on the IT helpdesk. We aim to keep on improving.’

Chris Ash, Managing Director for C5 in Guernsey, said:

‘We’re obviously delighted to have been appointed by the States of Guernsey to play our part in the multi-vendor model. It’s a strong endorsement of our capability to support enterprise level clients with our managed services. It’s a big step forward for our Guernsey business and supports our plan for ongoing local growth and future investment.’

The Agilisys contract termination will take effect by midnight on 31st July 2025 at the latest. The States believes there are many benefits from a multi-vendor model, including:

• The ability to select the best vendors/suppliers for specific services or technologies.
• Working with a range of providers will increase supplier accountability to deliver.
• Easier access to specialised expertise.
• Enhancing the States’ resilience and reducing the risk of service disruptions as less reliance on a single supplier.
• Selecting the right supplier for the right service/project supports aims to improve IT services and provide a better

experience for users.