IT SYSTEMS & SUPPORT LIMITED

IT Systems Cloud Support Services

Our Cloud Support Service delivers proactive and reactive assistance tailored to each buyer. Fully customisable, it can address a single one-off requirement or a blended support package. Services include remote, on-site, telephone and email support, alongside proactive or reactive maintenance to ensure reliable cloud operations across diverse business environments securely.

Features

• Continuous monitoring of performance, availability and cloud health
• Incident management and service request handling
• Operating system and platform patch management
• Backup and disaster recovery management provisioning
• Cloud resource provisioning, configuration and optimisation
• Optimising capacity management, resource, load balancing and cost-performance
• Security configuration and access management
• Built in change management process enhancing your cloud roadmap

Benefits

• Provide rapid response and resolution for service disruptions
• Enables faster resolution of cloud issues
• Maintains secure and supported platforms
• Protects data and service availability
• Simplifies day-to-day cloud operations
• Prevents performance issues impacting users
• A dedicated staffed telephone helpdesk
• Improves security and compliance posture
• Reduces risk during cloud changes
• Supports reliable and scalable services

• 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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

144690422413686

Contact

Tristen Coad
0343 8868660
info@itsystems.uk.net

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: If only requesting remote-only support customer is required to install IT Systems remote access software to allow us to undertake support provision
• System requirements: Teamviewer Quick Support

User support

• Email or online ticketing support: Yes
• Support response times: 95% of calls answered by a customer services assistant or call management system within 5 rings. 99% of calls answered by a customer services assistant or call management system within 9 rings. Based upon Mon-Fri 08:30-16:30 Response times are based upon the SLA level the client takes up. Can be from 45 minutes to four hours based upon Mon-Fri 8:30am to 4:30pm
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: Any technical issue based upon the cloud service is based upon a one hour response time. Any response time relating to on-site support of the Cloud platform would be determined by the level of service contract taken out. Technical Support Service - Basic: 1 Half Day On-Site a Fortnight: Priority Level 1 - Within 4 Hours for Urgent Impact Priority Level 2 - Within 8 Hours/Following Day for Medium Impact Priority Level 3 - Within 2 Days for Low Impact Priority Level 4 - Within 4 Weeks for Software Install with MSI Technical Support Service - Standard: 1 Half Day On-Site a Week inclusive: Priority Level 1 - Within 2 Hours for Urgent Impact Priority Level 2 - Within 4 Hours/Following Day for Medium Impact Priority Level 3 - Within 1 Day for Low Impact Priority Level 4 - Within 4 Weeks for Software Install with MSI Technical Support Service - Premium: 1 Hour On-Site a Day: Priority Level 1 - Within 1 Hour for Urgent Impact Priority Level 2 - Within 2 Hours/Following Day for Medium Impact Priority Level 3 - Within 4 Hours for Low Impact Priority Level 4 - Within 4 Weeks for Software Install with MSI
• Support available to third parties: No

Onboarding and offboarding

• Getting started: New users engage our support service through a structured, secure, and fully governed onboarding process designed to ensure service continuity, clarity of responsibilities and rapid adoption. As an ISO 27001 and ISO 22301 accredited organisation, our onboarding aligns with information security and business continuity best practice.; The process commences with formal on-site meet and greets, introducing our service delivery and technical teams to customer stakeholders. This establishes clear communication channels, confirms escalation paths and reinforces governance arrangements. We then deliver on-site training for all users and stakeholders, covering our helpdesk portal for logging and tracking reactive support requests, as well as our secure remote triage and support tools to enable efficient fault diagnosis and resolution.; Customers are provided with comprehensive electronic and paper-based documentation, including step-by-step “how-to” guides, support contact details, named engineers for proactive services and clearly defined service level agreements. This documentation also details agreed KPIs, response and resolution timescales and the schedule for regular service review and future planning meetings.; Where applicable, we conduct a formal handover from the incumbent supplier or internal teams, ensuring full knowledge transfer and minimising operational risk. This approach enables users to engage confidently with our support service from day one.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: .docx
• End-of-contract data extraction: Users can export their helpdesk data directly from our system using built-in data extraction tools. Incident records, reports, and supporting information can be downloaded in .pdf or .xlsx formats, with all associated attachments included where required. Customers can also generate and export individual helpdesk reports as detailed .pdf documents at any time, supporting audit, compliance, and internal review needs. This self-service capability ensures customers retain full access to and control over their service data without reliance on support intervention.; At the end of a contract, we follow a structured, process-driven approach to returning all company data, ensuring full compliance with data protection and GDPR regulations. This includes securely handing back administrative keys, passwords and credentials. As pert of this process we remove ourselves from secure logins and provide any remaining service data in a controlled and auditable manner. Our procedures prioritise confidentiality, integrity and customer control, guaranteeing that all sensitive information is returned or securely erased according to regulatory and contractual obligations. By combining automated export capabilities with a rigorous end-of-contract protocol, we ensure a seamless transition for our customers while maintaining the highest standards of data security, privacy and regulatory compliance.
• End-of-contract process: At the conclusion of the contract, we will implement a structured, process-driven approach to ensure the secure return of all customer data in accordance with GDPR, the Data Protection Act 2018, and any contractual obligations. This includes the controlled handover of administrative credentials, passwords, and access keys, the removal of our access from all secure systems, and the provision of any remaining service data in a verifiable, auditable format.; As part of the standard contract price, we will retain all information for business continuity purposes for a period agreed within the contract, typically thirty (30) calendar days post-contract. During this period, access to retained data will be limited to authorised personnel only, to allow verification or extraction of any data that may have been overlooked during the initial handover. Prior to permanent deletion of data, including any associated backups, the client will receive formal notification 48 hours and 24 hours in advance.; Optional additional services, available at a separately agreed fee, include secure data archiving for up to three (3) years post-contract, ensuring long-term retention under controlled and auditable conditions. All procedures are designed to guarantee confidentiality, data integrity and full client control throughout the transition process.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is designed to be clear, accessible and adaptable to the needs of all users, including those with specific accessibility requirements. We recognise the importance of ensuring that information relating to support services, security processes and service transition is easy to access and understand throughout the customer lifecycle.; All standard documentation is provided electronically in widely used and accessible formats, including PDF and DOCX, enabling compatibility with common assistive technologies such as screen readers, magnification tools, and text-to-speech software. Documentation can be securely distributed via agreed electronic channels to ensure timely access for authorised users. Where required, we also provide paper-based copies to support users who prefer or require physical documentation.; Our documentation follows structured layouts, clear language, and consistent formatting to support readability and usability. This includes clearly defined headings, step-by-step guidance, and logical document navigation.; Where a client identifies specific accessibility needs, we proactively work with them to adapt documentation accordingly. This may include alternative formats, adjusted layouts, or other reasonable accommodations to ensure full access to information. By offering flexible delivery methods and responsive adaptation, we ensure our onboarding and offboarding documentation remains inclusive, compliant and aligned with public sector accessibility expectations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: By utilising our online helpdesk solution, each customer operates within their own dedicated company instance, ensuring complete logical separation of data and activity. Role-Based Access Control (RBAC) restricts user access to authorised functions and information, with Multi-Factor Authentication (MFA) applied where required. This architecture prevents one customer’s usage or demand from impacting another’s service experience. System resources, workflows, and data are isolated per client, ensuring consistent performance, security and availability for all users regardless of overall platform demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Through our helpdesk platform, we provide comprehensive service metrics covering the full incident lifecycle. Metrics include incident logged date, logging method and person, current status, priority, contractual KPI allocation, summary and detailed descriptions, and customer association. We track response and resolution targets versus actuals, SLA achievement, and time differences (including minutes). Reporting includes incident job existence over time, resolution details and codes, and full audit trails of update logs. All communications between clients and support specialists are captured, supporting transparency, performance monitoring, and contractual compliance reporting.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Supplier-defined controls
• 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 another standard
  • Encryption of all physical media
• 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
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their helpdesk data directly from our system using built-in data extraction tools. Incident records, reports, and supporting information can be downloaded in .pdf or .xlsx formats, with all associated attachments included where required. Customers can also generate and export individual helpdesk reports as detailed .pdf documents at any time, supporting audit, compliance and internal review needs. This self-service capability ensures customers retain full access to and control over their service data without reliance on support intervention.
• Data export formats: Other
• Other data export formats:
  • Xlsx
  • Pdf
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: IT Systems & Support Limited guarantees 99.9% service availability per calendar month for all production cloud services. This equates to a maximum of 43 minutes of unplanned downtime per month. Availability is measured across core service components, including cloud connectivity, application access (where applicable) and data and storage layers. Scheduled maintenance, emergency security updates, customer-caused issues, third-party service failures and force majeure events are excluded from availability calculations. Availability is supported by 24/7 automated monitoring, with system performance and uptime continuously tracked. Customers are provided with monthly SLA reports via the service dashboard, ensuring transparency and auditability. In the event of a service disruption, critical incidents are acknowledged within 60 minutes, with regular status updates issued at least hourly until resolution. Formal service level agreements (SLAs) define response and resolution targets based on incident severity, with critical incidents targeted for resolution within four hours. Where guaranteed availability levels are not met, customers are eligible for service credits. Credits are applied automatically and scaled according to the level of downtime experienced, up to 50% of the monthly service fee. SLA performance and availability commitments are reviewed annually to ensure continued alignment with industry best practice and regulatory requirements.
• Approach to resilience: Our service is engineered with a comprehensive, multilayered resilience framework that ensures continuous availability, robust security and operational integrity. Our datacentre is powered by a dedicated electrical mains supply with no shared connections, supported by a 50 kVA standby generator undergoing weekly testing, alongside UPS-protected and filtered power across all cabinets and dual power supplies on every device. Network resilience is achieved through multiple port connectivity on all switches and hosts, multiple active-active firewalls with automated failover, and three independent 10 Gb links routed through separate ducting to distinct exchanges and suppliers. External presence is further safeguarded by segregated perimeter firewalls and diverse internet points of presence. Security is embedded through “security-by-design-by-default” principles, with strict physical access controls at datacentre, cabinet and stack levels; daily perimeter inspections; and secure equipment disposal procedures, including certified disk shredding and cryptographic key destruction in accordance with ISO 27001. Data protection is reinforced through full physical encryption of media at rest and in transit, independent backup systems and off-site backup replication to a geographically separate postal code. Collectively, these measures deliver a highly resilient, secure and fault-tolerant service environment.
• Outage reporting: Our service employs a structured, transparent and multiple communication methodology to ensure all clients are promptly informed of any service outages. At the earliest indication of an issue, we initiate immediate notifications through email, telephony, and text-based channels, ensuring rapid awareness and accessibility. Throughout the duration of an outage, we provide updates every thirty minutes via our helpdesk portal and the same communication channels to maintain clear visibility and accountability of the incident’s status and ongoing remediation efforts. Simultaneously, all events are logged and documented in alignment with our incident management procedures, forming the basis for accurate analysis and continuous improvement. Following service restoration, we issue a comprehensive email-based post-incident report to all affected customers. This report details the impacted services, a clear and explicit description of the issue, the location, root cause analysis, timelines, overall impact, corrective and preventative actions taken and any relevant identifiers or stakeholders involved. This structured reporting process ensures accountability, clarity and a consistent commitment to service excellence.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: In terms of access control we geographically lock and IP lock access control . Access control is only authorised by key known personnel.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

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: Our Information Security Review Team is made upon of our Compliance Officer, DPO and two company directors. Our ISMS contributes towards keeping information safe and reduces risk of reputational damage, legal penalties or revenue to us or our clients. It gives assurance to our clients and staff that their data is secure and gives recognition of the quality of information security controls in place. This is achieved by the following policies: Risk Assessment and Treatment Process Internet Access Policy Cloud Services Policy Mobile Device Policy Remote Working Policy Access Control Policy User Access Management Process Cryptographic Policy Physical Security Policy Anti-Malware Policy Backup Policy Logging and Monitoring Policy Software Policy Technical Vulnerability Management Policy Network Security Policy Electronic Messaging Policy Online Collaboration Policy Secure Development Policy Information Security Policy for Supplier Relationships Availability Management Policy IP and Copyright Compliance Policy Records Retention and Protection Policy Privacy and Personal Data Protection Policy Clear Desk and Clear Screen Policy Social Media Policy HR Security Policy Threat Intelligence Policy Asset Management Policy Acceptable Use Policy CCTV Policy Configuration Management Policy Information Deletion Policy Data Masking Policy Data Leakage Prevention Policy Monitoring Policy Web Filtering Policy Secure Coding Policy Information Security Whistleblowing Policy
• 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: Our configuration and change management approach follows a controlled, lifecycle-driven process to maintain service integrity, security and operational continuity. All physical, virtual and logical components are tracked from deployment to retirement to ensure full traceability. Modifications enter as formal change requests arising from incidents, new requirements, upgrades, or decommissioning. Each request undergoes comprehensive technical, operational, business and security impact assessment, including dependency analysis and cross-team consultation, before submission to the Change Advisory Board for prioritisation and approval. Approved changes are then tested, implemented, documented and reviewed to ensure precision, transparency and the protection of service confidentiality, integrity and availability.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management approach is a structured, policy-driven process designed to identify, assess and remediate threats across all systems, services and third-party components. Potential vulnerabilities are monitored through industry bulletins, supplier advisories, security mailing lists and emergency notifications. Identified issues are logged, risk-assessed for technical, operational, security impact and prioritised accordingly. Critical vulnerabilities are patched immediately, with high-priority fixes deployed as soon as updates are available; all other updates follow our change management process. This approach, supported by complementary policies such as anti-malware, cloud services, remote working and mobile device controls, ensures consistent protection and rapid response across our environment.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our protective monitoring approach delivers continuous, policy-driven oversight of networks, systems, applications and cloud environments to detect and respond to potential compromises swiftly and lawfully. Monitoring parameters are defined and approved by senior management and fully aligned with legal, regulatory, contractual and privacy obligations. Automated monitoring tools analyse network traffic, access patterns, system resource usage and event logs to identify anomalous activity. Alerts are escalated for human investigation, with automated containment actions used where appropriate to accelerate response. Incidents are triaged and addressed without delay, ensuring rapid mitigation and maintaining a clear, integrated view of the organisation’s overall security posture.
• 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 incident management follows a structured, repeatable process. We maintain pre-defined workflows for common events such as service outages, performance degradation, security alerts and access issues. Users can report incidents through a dedicated support portal, email, or via telephone. Each incident is logged, triaged, and assigned based on severity and impact. Communication is maintained throughout the lifecycle, with updates provided verbally and via the support portal. After resolution, we generate incident reports that summarise root cause, timeline, actions taken and preventive measures. Reports are shared with persons involved and stored for future reference and continuous improvement.
• 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: Yes
• Free trial available: No

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

• Less than £250,000: 0.01%
• Between £250,000 and £500,000: 2.1%
• Between £500,001 and £1,000,000: 2.1%
• Between £1,000,001 and £2,500,000: 2.1%
• Between £2,500,001 and £5,000,000: 2.1%
• Over £5,000,001: 2.1%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IS682715
• ISO/IEC 27001 accreditation date: Saturday 24 August 2024
• What the ISO/IEC 27001 doesn’t cover: Customer / client hardware devices
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7d75a721-7cdd-468a-b979-4d54c36b3279
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus 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 Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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, 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
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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

  • 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.

    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • 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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.