PARENTPAY GROUP SERVICES LIMITED

Schoolcomms

Connect your school community with one platform. Our Engage solution brings together messaging, pupil insights and data, helping you build strong relationships with parents, students, and staff. Communicate instantly via SMS, email, and in-app messaging. Parents receive updates on attendance, behaviour, and achievement and make payments all within the app.

Features

• Parent and Student Mobile Apps
• Two‑Way In‑App Messaging
• MIS‑Synced Attendance Notifications
• Conduct Event Sharing
• Assessment Results Communication
• Student Personal Data Collection
• Parent‑Submitted Data Capture
• School‑Branded Communications
• Flexible Communication Channels
• All-in-one Classroom Management

Benefits

• Single mobile app for parents/students on iOS and Android.
• Secure two‑way messaging between schools, parents and students.
• Real‑time absence notifications automatically synced from the MIS.
• Instant sharing of conduct events to strengthen home‑school relationships.
• Share assessment results digitally without emails or paper reports.
• Collect and update pupil information securely from parents.
• Reduce admin by capturing parent updates digitally and securely.
• Deliver consistent, school‑branded communications across all channels.
• Communicate via app, SMS and email from one platform.
• Simplify everyday classroom tasks in one place.

• Education pricing 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 bidteam@parentpay.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

134369808169809

Contact

Shona Gilbert
07929728924
bidteam@parentpay.com

About the service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Education
• 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: Can be used in conjunction with a Group payments solution and cashless meal solution
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance windows are applied out of hours
• System requirements:
  • Modern supported Web Browser, security patches applied.
  • Browser Javascript Support
  • Browser Cookies Support
  • TLS1.2 Transport Encryption Support

User support

• Email or online ticketing support: Yes
• Support response times: Standard response times, during working hours, Monday to Friday:; 1. Critical: Within 30 seconds by phone, immediate by portal; 2. High: Within 30 seconds by phone, immediate by portal; 3. Medium: Within 30 seconds by phone, immediate by portal; 4. Low: Within 30 seconds by phone, immediate by portal
• 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: Our web chat solution provides 24/7 self-service support through two dedicated portals, each tailored to specific user groups.; What Users Can Do:; • Access comprehensive knowledge base content through natural language queries; • Receive instant, contextual answers to support questions; • Log support tickets directly through conversational interaction; • Navigate support topics without technical expertise; • Engage with the chatbot at any time, independent of support team availability; What Users Cannot Do:; • Make changes to system data or configurations; • Access or modify product settings directly through the chatbot; • Perform administrative functions within our platforms; • Execute transactions or data updates; Portal Structure:; Our Support Portal chatbot serves schools (direct customers), providing knowledge-driven support and ticket creation capabilities specific to their administrative needs.; Our Consumer Portal chatbot serves parents (software end-users), offering identical functionality with content appropriate to their downstream user role.; Both solutions operate independently of our core products, ensuring security and data integrity while maximising self-service capability. This approach provides immediate support access while maintaining appropriate boundaries around system administration and data management, with seamless escalation to human support through ticket creation when needed.
• Web chat accessibility testing: None - working to WCAG 2.2 AA standards
• Onsite support: Yes, at extra cost
• Support levels: We offer the same level of support for all users. Support costs are included in the Annual Licence Fee. All Support queries are triaged and referred to the relevant experts within our Support Team, including a Technical Team. School, caterer and local authority users contact the general Support Team. Parents have a dedicated Parent Support team.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: New users are managed by our dedicated Onboarding Team. They will assist you with the configuration of your site, setting up administration accounts, MIS syncronisation and ensure your site is customised to meet your school's requirements, ready for go-live.; ; Web-based training is available for all users. Onsite training is also available at an extra cost. A support documentation library is available to all users of the system.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Upon completion or termination of the contract,the service will be available for up to thirty (30) days following such termination to permit the customer to export their data, in accordance with the capabilities of the service. Following such period, data stored or processed on behalf of the customer shall be removed or anonymised in accordance with the organisations Data Protection Policy, Privacy Notice, and Data Retention and Disposal Policy.
• End-of-contract process: Annual licence fee is included in the price of the contract. There is no additional end of contract cost. Customers will be advised on how to close their use of the platform as part of the exit process.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided in accessible, digital formats designed to support a wide range of users and needs. Documentation is primarily delivered via HTML-based web pages and ServiceNow knowledge articles, which support screen readers, keyboard navigation, scalable text, and responsive display across desktop, tablet, and mobile devices. Downloadable documents (such as PDFs and Word files) are structured using clear headings, readable fonts, and logical layouts to support assistive technologies. Content is written in plain language and organised into clear, task-based sections to make it easy to follow. As part of our continuous improvement programme, we welcome feedback from users and update as required to make our customer's journey more accessible.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We provide an app for parents, which is optimised for smaller devices and touchscreen input.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a standard secure web browser interface. All interfaces have been designed with effective user experience and accessibility in mind.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: No specific testing is conducted, however all interfaces have been designed with accessibility in mind, based on WCAG 2.1 AA.
• API: Yes
• What users can and can't do using the API: Can read data; Cannot write data
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can upload logos to customise their service. Customers also use the platform to provide services specific to their school/catering services.

Scaling

• Independence of resources: The core platform is privately managed and does not share capacity with any other tenants. Customer data is logically separated through robust application logic which is regularly tested. Significant redundancy is built into the infrastructure and server capacity to ensure the service is always available.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are provided as required by the customer. Standard metrics are platform uptime, support tickets, escalations, activation rates and health reports.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported using the Microsoft suite of tools such as Excel. CSV file format is also supported.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • Web API
  • MIS:Sync extractor tool

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service availability target is 99.5% for all applications and services.
• Approach to resilience: Significant redundancy and resilience is built into the infrastructure and server capacity to ensure the service is always available. Enterprise monitoring solutions are deployed and the service is maintained on a 24x7 basis by a full IT team. Capacity management processes and procedures are established.
• Outage reporting: Email to users and nominated contacts and in-app alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Platform management interfaces are only accessible via secure VPN and all access is protected by Multi-Factor-Authentication (MFA).
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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
  • Other
• Other security governance standards: PCI-DSS (Level 1); Cyber Essentials Plus; ; ParentPay Group operates an ISO 27001 certified Information Security Management System (ISMS) - this has been certified by a UKAS accredited certification body.; ; A dedicated security team of qualified specialists maintain, monitor and enforce technical and organisational security controls.
• Information security policies and processes: We are audited by independent specialist third parties at least four times per year. ParentPay Group operates a comprehensive catalogue of security policies, processes and procedures; Including but not limited to:; ; Security Policy.; ISMS Manual.; Acceptable Use Policy.; Access Control and Onboarding-Offboarding.; Business Continuity Strategy.; Business Continuity Plans.; BYOD Policy.; Capacity Management Policy.; Change Control Process.; Clear Desk Policy.; Cryptography, Certificates and Key Management Policy.; Data Protection Policy.; Data Retention and Disposal Policy.; Development Process Standards and Practices.; Firewall & Router Configuration Strategy.; Incident Response Procedures.; Information Classification and Handling.; IT Decommission Process.; ParentPay Fraud and AML Strategy.; Password Policy.; Patch and Vulnerability Management Strategy.; Physical Security Policy.; Security within Project Management.; Remote Working and Mobile Device Policy.; Security Considerations for Key Decision Makers.; Social Media Policy.; Supplier and Third Party Management Policy.; System Build Standards.; IT Documented Operating Procedures.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Full change control process is applied to the product and hosting infrastructure. This applies to all assets. Changes require CAB review and approval. Security considerations are specifically identified as a strict requirement.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Internal and external components are assessed by industry leading vulnerability scanners on a weekly basis. Additional cyber risk assessment tools monitor OSINT data feeds on an ongoing basis. PCI-DSS ASV scans take place every three months. Any and all findings are subject to risk assessment and suitable remediation through change control processes.; ; Critical and Security updates to be installed within one month of release.; All other available vendor updates to be installed within 3 months of release.; ; We actively participate in a threat sharing community and monitor special interest security groups continuously.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We operate network and host based intrusion detection systems. All infrastructure components and logging is supported by a SIEM platform, including User-Behaviour-Analytics (UBA) capabilities. Endpoint and back-office systems run DLP controls to help detect and prevent data loss events. External breach indicators are also independently monitored on an ongoing basis. Canary tokens and honeypot technology is also applied. We operate, train and regularly test a comprehensive Incident Response Programme including forensics evidence collection capabilities. Security Incidents are responded to immediately following identification, by a dedicated security team.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our detailed Incident Response Programme has developed a full array of specific response processes for particular events. We operate, train and regularly test the full process - including forensic evidence collection processes. Security Incidents are responded to immediately following identification, by a dedicated security team.; ; All employees are required to report any confirmed or suspected security incidents.; ; The security team can be contacted by customers, users or employees at any time via email or telephone.; ; Detailed incident reports are provided as necessary - including an executive summary, event timeline, investigative and containment steps, root cause analysis, remediation and lessons learned.
• Post-quantum cryptography secure: Yes

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: Yes
• Free trial available: No

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 20 September 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau
• ISO 9001 accreditation date: Friday 20 September 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: One Compliance Cyber Limited
• PCI DSS accreditation date: Friday 3 October 2025
• What the PCI DSS doesn’t cover: Non-payment related products (Cypad, GDPRiS, Engage, Optimise, Reading Cloud, LMC, CEDAR, UNIT-E, FMS)
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 5d764015-49fa-448b-b8ef-670c5f559fc8
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: C0a9e293-a63a-4351-b687-9b7068a3fa8e
• Other security certifications: No

Social value

• 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
  • 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
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  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
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• 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
  • 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

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Understanding of issues relating to entering the contract workforce
• 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
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 bidteam@parentpay.com. Tell them what format you need. It will help if you say what assistive technology you use.