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European Medicines Agency signs €4.5m Serco contract for IT support

Cliff Saran

The European Medicines Agency (EMA) has signed a €4.5m contract with Serco for an outsourced IT helpdesk.

Serco will provide ICT Service Desk services to around 1000 employees, contractors.

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The decentralised agency of the European Union (EU), located in London, is responsible for the scientific evaluation of medicines developed by pharmaceutical companies for human and veterinary use in the European Union.

The four-year contract builds on a previous contract with Serco signed in 2010.

Serco will provide technical support for hardware including laptops, printers and smartphones, and will provide second-line support for Microsoft Office applications and audio-visual equipment.

It will also provide first-line support for 100 bespoke applications including EudraVigilance, a drug safety system serving more than 18,000 users, and Eudralink, a secure messaging system with more than 18,500 registered users.

According to TechMarketView, Serco is the eight biggest outsourcer in UK government, with sales of £425m.

Serco has also hired former CSC general manager, Liz Benison, as chief executive officer for its UK & Europe, local & regional government division.

Writing about Serco earlier this week, Numis analyst Julian Carter said: “Significant risks still exist to short-medium term forecasts (both operationally and from a probable rights issue) and it will take a considerable length of time to stabilise a business that has seen huge staff turnover, and very significant contract attrition, before any sort of recovery can be delivered."


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