Citipost Mail

Digi-Mail

Cloud based Hybrid Mail services, Online drag & drop solution plus SFTP, API integration options.

Features

• Desktop 'drag and drop' hybrid mail
• Hybrid mail API, SFTP integration options
• 1st Class, 2nd Class and International delivery
• Letters, large letters and postcards
• Online document archive, print and download features
• High quality 100gsm paper for letters 350gsm for postcards
• Optional leaflet and brochure inserts
• Braille print is available
• Unlimited user accounts
• Documents can be 'held' for approval or removed

Benefits

• Very easy desktop access - cloud-based
• No setup, license or maintenance fees
• Easily integrated with existing systems
• Saves up to 50% on the cost of mailing letters
• Reduces labour time and costs due to simple upload
• No need for franking machines - reduces cost
• No training necessary - very intuitive thus high adoption rates
• No minimum volume requirement - simply pay for items posted
• Range of billing options to enable easy reconciliation

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@citipost.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

110166527023808

Contact

Colin Wright
+44 (0)203 2600 226
tenders@citipost.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document
  • Media Services
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our service can be linked to any number of legacy systems including (but not limited to) billing, CRM, marketing, revs and bens applications. Connection can be via API or SFTP to fully automate the creation of letters for mailing.
• Cloud deployment model: Private cloud
• Service constraints: No constraints. Easy access via Desktop or integration.
• System requirements: No licenses or special systems requirements

User support

• Email or online ticketing support: Yes
• Support response times: Typical turnaround time is within 24 hours Monday to Friday.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Chat to email is available on the Digi-Mail portal
• Web chat accessibility testing: None
• Onsite support: Yes
• Support levels: We are very happy to provide on-site support for user implementations and training if required.; We also provide on-site project management when APi and SFTP integrations are required.; We provide on-site technical support if required.; All support and assistance is provided at no extra cost.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Onboarding and offboarding guidance is written in clear, plain English with short sections and step-by-step instructions. Documents use consistent headings and simple layouts that work with common assistive technologies such as screen magnifiers and screen readers. Digital copies are provided in PDF, with alternative formats (for example large print or editable versions) available on request to meet specific user needs. Key processes such as account creation, permissions management and user removal are illustrated with screenshots and callouts to aid comprehension.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We will agree the data extraction process on a case by case basis, and in compliance with GDP regulations.
• End-of-contract process: The price of the portal is fully inclusive. Being a portal based service means no hardware or software installations at the client end and therefore no decommissioning costs. Any pre-printed stationary or stock being held on behalf of the client would be either returned or recycled in accordance with client instruction. The cost of this would be agreed with the client.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding guidance is written in clear, plain English with short sections and step-by-step instructions. Documents use consistent headings and simple layouts that work with common assistive technologies such as screen magnifiers and screen readers. Digital copies are provided in PDF, with alternative formats (for example large print or editable versions) available on request to meet specific user needs. Key processes such as account creation, permissions management and user removal are illustrated with screenshots and callouts to aid comprehension.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Each user is provided with unique login details to a secure, cloud-based web portal. Users simply drag and drop document files into the portal, select print and postage options, and submit items for production and mailing. Users can view job summaries and, depending on permissions, review activity across their department or organisation.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessed via a web portal at https://portal.digi-mail.co.uk. Each user’s access and functionality are controlled by role-based permissions that can be updated at any time. Users can upload documents, review jobs and access an archive of items submitted in the last 90 days, after which documents are automatically removed to support GDPR compliance.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: We will work with users to set up our services via API. Users can make change requests and there are no limitations to API implementations. API implementations are provided at no extra cost to the user.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Inserts can be customised. Template designs are all held in the user's own domain so there is freedom to make unlimited changes to templates without charge. Customers can add their own watermark templates, header templates and PDF documents to the system. These templates can be added to any letter once it is uploaded to the Digi-Mail system (in real time).

Scaling

• Independence of resources: As part of the onboarding process, we work closely to understand volume projections and where the peaks in processing occur to ensure capacity requirements are met. We will agree with the client, an SLA which includes volume expectations.; ; The operation is fully ISO accredited and as such, is designed to flex to meet demand as it grows.

Analytics

• Service usage metrics: Yes
• Metrics types: Digi-Mail provides usage statistics at user, department and organisation level. Metrics include number of items mailed, formats used (for example simplex/duplex, colour/mono, postage class) and associated costs for each account or cost centre. Summary and detailed reports can be produced for defined periods to support internal reporting and budget control.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can download their data at an individual user level.; API exports can be set up to transfer organisation level data transfers into a document management system; We will work with users to set up our services via API. Users can make change requests and there are no limitations to APi implementations.; APi implementations are provided at no extra cost to the user.; API documentation is available for data exports
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats:
  • Word
  • PDF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The two hosting environments we use are each available with a Monthly Uptime Percentage of at least 99.95%. We do not make a charge for access to the portal, and therefore do not offer a refund policy. Users only pay for what is physically mailed.; ; Elastic Load Balancing automatically distributes incoming application traffic across multiple instances to enable higher levels of availability and performance; ; Volume data is replicated across multiple servers in an Availability Zone to prevent the loss of data from the failure of any single component.; ; Volumes are designed for an annual failure rate (AFR) of between 0.1% - 0.2%, where failure refers to a complete or partial loss of the volume, depending on the size and performance of the volume. This makes our hosting environment volumes 20 times more reliable than typical commodity disk drives, which fail with an AFR of around 4%.; ; The hosting environment is designed to provide 99.999999999% durability of objects over a given year.
• Approach to resilience: The two hosting environments we use are each available with a Monthly Uptime Percentage of at least 99.95%. We do not make a charge for access to the portal, and therefore do not offer a refund policy. Users only pay for what is physically mailed.; ; Elastic Load Balancing automatically distributes incoming application traffic across multiple instances to enable higher levels of availability and performance; ; Volume data is replicated across multiple servers in an Availability Zone to prevent the loss of data from the failure of any single component.; ; Volumes are designed for an annual failure rate (AFR) of between 0.1% - 0.2%, where failure refers to a complete or partial loss of the volume, depending on the size and performance of the volume. This makes our hosting environment volumes 20 times more reliable than typical commodity disk drives, which fail with an AFR of around 4%.; ; The hosting environment is designed to provide 99.999999999% durability of objects over a given year.
• Outage reporting: There is a public dashboard which each user has access to, any outage notifications are displayed on here. We would also provide email alerts in the event of any serious outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: User access is defined at the point of account creation, the level of visibility for individual users can be defined and agreed with the senior management team.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The environment we use has the following assurance and compliance programs.; ; o PCI DSS Level 1 Service Provider; o AICPA SOC 1 audits; o AICPA SOC 2 audits; o AICPA SOC 3 audits; o CSA STAR Registrant; o ISO 27001 certified; o ISO 9001 certified; ; The cloud platform provides several important benefits to UK organisations and enables you to meet the objectives of the Communications Electronics Security Group’s fourteen Cloud Security Principles for United Kingdom (UK) OFFICIAL classified workloads (whitepaper).; ; Citipost Mail operate a top down approach to all employees and cascade vital information on security policies to all staff in order to ensure compliance with our ISO27001 accreditation. The Head of Support Services for Citipost Mail is Chris Jones.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are tested in a secure test environment. We communicate changes to customers and then publish changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Threats are all identified via our penetration testing. System is also fully secure, any failed login attempts will block the user and send a notification to our admin team. On receipt of the information we assess the risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Penetration testing and management processes are managed by our 3rd party supplier. Incidents are responded to within 24 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: Email or online ticketing support; Yes; Support response times; We provide email support. We aim to provide an initial response within 1hr during working hours Our aim is to fully resolve customer issues within 24hrs; User can report and manage status and priority of support tickets online
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide limited access to trial the service. Any trial would be agreed on a case-by-case basis. there is no 'free access' version of the solution so we would agree terms for a test environment with the user.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Tuesday 4 July 2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Wednesday 3 June 2015
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 20 July 2012
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: Friday 27 April 2018
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@citipost.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.