CIPTEX LTD

AI Conversation Analysis for Voice, Message, WhatsApp, Email

AI Conversation Intelligence analyses customer interactions across voice and messaging channels, extracting insights such as sentiment, intent, key topics, and agent performance. It enables real-time guidance, quality monitoring, automated summaries, and data-driven improvements, helping organisations enhance customer experience, increase efficiency, and optimise every conversation at scale.

Features

• Real-time voice transcription
• Automated sentiment, intent, & topic detection
• Conversation summarisation & key-moment extraction
• Agent effectiveness insights
• Compliance monitoring with PII/PCI redaction
• Quality scoring & automated QA
• Real-time guidance & nudges
• Data streaming for BI & analytics platforms e.g. Segment, Snowflake
• Integration to CX platforms such as Twilio Flex
• Integration-ready APIs and webhooks

Benefits

• Improves customer experience through faster responses and real-time intelligence
• Boosts agent productivity by removing manual note-taking and repetitive tasks
• Scales quality assurance with automated scoring and targeted coaching insights
• Reduces operational costs through automation and streamlined supervisory workloads
• Enhances compliance with automatic redaction and continuous monitoring tools
• Strengthens decision-making using structured insights across all conversations
• Supports omnichannel consistency with unified analysis across voice and messaging
• Drives continuous improvement by identifying trends in sentiment and performance

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

Framework

G-Cloud 15

Service ID

146154038617756

Contact

Tom Kharchi
0345 880 0808
sales@ciptex.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Anomaly Detection AI Software 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: AWS Connect,; Twilio Flex Contact Centre,; Five9 Contact Centre,; Genesys Cloud Software,; 8X8 Contact Center,; Gamma Horizon,; Ring Central.
• Cloud deployment model: Public cloud
• Service constraints: Ciptex will work with the buyer to identify any specific requirements which may introduce or remediate any specific service constraints.
• System requirements:
  • Modern web browsers or SDK-supported runtimes (Node.js, etc.)
  • Access to voice recordings and/or message transcripts

User support

• Email or online ticketing support: Yes
• Support response times: URGENT (P1) - 2 hours (within Support Hours, unless Extended Support purchased); ; HIGH (P2) - 4 hours (within Support Hours); ; NORMAL (P3) - 8 hours (within Support Hours); ; LOW (P4) - 16 hours (within Support Hours); ; ^Response time is measured from the time that an Incident is logged by Ciptex until the first response by Ciptex to the Customer, in each case during Support Hours, except in the case of a P1 Incident where the Customer has purchased Extended Support.; ; Support shall be available 9.00 am – 5.30 pm (UK Time, GMT/BST) on Business Days in the UK.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard support includes UK business hours. 24/7 support packages can be tailored to organisational need. Standard Support: Minimum price of £1000 per month (or 8% of your total solution spend, whichever is higher) All support packages include a named solutions engineer from our team to act as primary point of contact. Extended support agreements can be customised to include a dedicated Technical Account Manager if desired.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online Training and Documentation are provided as standard, and Integration support and on-site training are available as per Sofia Rate Card.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • Llm.txt
  • Markdown
• End-of-contract data extraction: Data can be extracted as JSON via API or data can be streamed using Twilio Event Streams to your own data warehouse
• End-of-contract process: Account access is terminated and all data deleted. All data can be extracted before contract end date.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service interface presents a clean, intuitive UI designed to help supervisors and analysts quickly understand and act on conversation insights. A unified dashboard displays transcripts, sentiment trends, detected intents, and generative summaries in an organised layout. Interactive timelines allow users to explore speaker turns, key moments, and compliance events. Configurable panels surface quality scores, coaching insights, and topic clusters, while search and filtering tools make it easy to navigate large volumes of interactions. Model settings and redaction controls are accessible through a guided configuration UI, ensuring teams can tailor the experience without requiring deep technical expertise.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Twilio Paste has undergone extensive interface testing with users of assistive technologies to ensure the component library meets high standards of accessibility and inclusive design. Testing has included structured sessions with screen reader users across JAWS, NVDA, and VoiceOver on both macOS and iOS to validate that components expose correct roles, labels, states, and announce dynamic updates reliably. Keyboard-only users participated in navigation assessments to confirm predictable focus order, visible focus indicators, and adherence to WAI-ARIA Authoring Practices across interactive elements such as menus, dialogs, and form inputs. Low-vision users tested Paste interfaces with ZoomText, system magnifiers, and browser zoom up to 400%, allowing us to refine contrast, typography scaling, and spacing tokens for clarity at high magnification. Voice control users employing Dragon NaturallySpeaking and macOS/iOS Voice Control helped validate that all actionable elements could be triggered through natural voice commands. Alongside manual testing, automated accessibility checks using axe-core, Storybook tooling, and linting rules are integrated into continuous development workflows to prevent regressions. Feedback gathered from assistive technology users has directly influenced component improvements, ensuring Paste delivers consistent, robust, and WCAG-compliant experiences across a wide range of user needs and interaction modes.
• API: Yes
• What users can and can't do using the API: The API provides developers with extensive capabilities for ingesting, analysing, and retrieving intelligence from customer conversations, but it is designed with clear boundaries to ensure reliability, security, and responsible use. Users can stream audio or messaging events in real time, submit recorded conversations for batch processing, and retrieve structured insights such as transcripts, summaries, sentiment, intents, redaction events, and quality indicators. The API allows integration with CRM systems, automation workflows, analytics platforms, and third-party data pipelines.; ; The API does not expose privileged internal metrics, nor does it permit disabling built-in safety measures such as content filtering, rate limits, or compliance protections. Users also cannot force the platform to produce insights where input quality is insufficient, nor override accuracy thresholds or processing constraints. These boundaries ensure the API remains secure, predictable, and aligned with governance standards while still offering rich, flexible capabilities for conversation intelligence applications.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service extensively to align with their operational, compliance, and workflow requirements, while still benefiting from a fully managed intelligence platform. At the conversational level, they can tailor language models through domain-specific vocabularies, industry terminology lists, and custom phrase boosting to improve transcription and intent accuracy. Redaction rules are configurable, allowing organisations to specify which types of sensitive data should be masked automatically. Users can enable or disable generative operators, adjust summary styles, and define the depth of analysis for sentiment, topics, and action-item extraction. ; ; Using the API, insights can be routed into CRMs, ticketing systems, analytics pipelines, or automation tools using flexible event formats.

Scaling

• Independence of resources: Fair usage through account-level isolation, rate limiting, and controlled back-pressure. Traffic is segmented by Account SID and often further isolated using subaccounts, ensuring one customer’s load cannot consume shared capacity. Per-customer API limits, messaging throughput caps, and call concurrency controls throttle excessive demand at the edge. When limits are reached, Twilio applies explicit throttling responses so clients back off gracefully. Services are built with regional redundancy, autoscaling, and network-level protections, containing spikes or abuse and preventing cascading impact across tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: Twilio Conversation Intelligence provides operational, conversational, and AI-derived metrics to measure performance and quality. AI-generated insights surface key topics, intents, outcomes, summaries, and compliance signals, alongside agent behaviour metrics such as talk/listen balance and adherence indicators. Metrics are available per conversation, agent, queue, time period, enabling trend analysis, performance monitoring, and continuous improvement across voice and digital channels.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Twilio

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Logical access controls via IAM, key management, and continuous monitoring.
• 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data can be exported in near real-time with Twilio Event Streams or at anytime using the API
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats:
  • JSON
  • MP3
  • WAV
  • OGG

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: Services APIs (as defined below) - 99.95% Monthly API Availability Percentage Threshold. For all Services APIs, if Actual Monthly API Availability Percentage is less than 99.95% then a 10% API Service Credit is provided.
• Approach to resilience: Twilio is designed for resilience through redundant, distributed architecture across multiple data centres and availability zones, with no single point of failure for core services. Traffic is managed via global load balancing and intelligent routing to shift demand away from impaired components. Services use fault isolation, autoscaling, and back-pressure to prevent overload from cascading. Data and signalling paths are built with redundancy and continuous health checks, enabling rapid failover. Twilio also operates 24/7 monitoring, incident response, and status communications, and supports customer-side patterns (retries with jitter, idempotency, multi-region designs) to further improve end-to-end availability.
• Outage reporting: Status Pages are provided at https://status.ciptex.com/; ; Updates can be subscribed to via Email, Webhook or SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Named Users, MFA
• 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)
  • 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 have access to real-time 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
• Information security policies and processes: Ciptex follows a structured information security framework aligned with ISO/IEC 27001 principles and UK public sector best practice. Core policies include information security, data protection and GDPR compliance, access control, secure development, incident management, business continuity, supplier risk management, and acceptable use. Responsibility for information security sits with the executive leadership team, with oversight from a designated security lead responsible for policy implementation, risk management, and compliance. Technical controls are enforced by engineering leadership, while operational compliance is monitored by management and reviewed regularly. Policies are communicated to staff through onboarding, mandatory training, and periodic reviews. Compliance is ensured through role-based access controls, least-privilege permissions, audit logging, secure coding standards, peer review, and vulnerability management. Third-party suppliers are assessed against security and data protection requirements. Security incidents are managed through a defined incident response process, including identification, containment, investigation, remediation, and reporting to customers and regulators where required. Policies and controls are reviewed regularly to address emerging threats, regulatory changes, and platform updates.
• 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: Ciptex employs a structured change management framework aligned with ITIL principles. All service components are tracked through ServiceNow CMDB with full lifecycle visibility from procurement to decommissioning. Changes follow a formal CAB process with risk assessment, security impact analysis, and rollback procedures. Security implications are evaluated against our ISO 27001 controls, with mandatory security review for changes affecting authentication, data handling, or network boundaries. All changes are version-controlled via Git, deployed through CI/CD pipelines with automated security scanning, and documented with audit trails. Emergency changes follow expedited procedures whilst maintaining security governance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Ciptex operates continuous vulnerability scanning using tools such as Qualys across our infrastructure. Threat intelligence is sourced from NCSC alerts, vendor security advisories (Twilio, AWS), and CVE databases. Critical vulnerabilities are patched within 24 hours, high-severity within 7 days, following risk-based prioritisation. Patches undergo expedited testing in isolated environments before production deployment. Cloud infrastructure benefits from automated patching where available. Our ISO 27001-certified processes include threat modelling during design and regular security reviews. Vulnerability status is tracked with executive reporting and compliance dashboards.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Ciptex operates 24/7 Security Operations Centre monitoring all environments using endpoint detection and network traffic analysis. Potential compromises are identified through anomaly detection, failed authentication patterns, unusual data access, and threat intelligence feeds. Upon detection, incidents follow our ISO 27001-certified response procedure: immediate containment, forensic analysis, stakeholder notification, and remediation. Critical incidents (P1) receive immediate response with executive notification within 1 hour. All incidents are logged, investigated, and reported with lessons learned. We maintain incident response runbooks and conduct quarterly tabletop exercises to ensure readiness.
• 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: Ciptex operates ITIL-aligned incident management via Zendesk with predefined runbooks for common scenarios including service outages, security incidents, and performance degradation. Users report incidents through multiple channels: web portal, email, telephone hotline, and integrated monitoring alerts. All incidents receive unique reference numbers with automated acknowledgement. Major incidents trigger dedicated bridge calls with stakeholder engagement. Incident reporting includes real-time status updates via customer portal, regular email/phone communications during resolution, and post-incident reviews documenting root cause, impact, and preventative actions. Monthly service reports provide trend analysis and SLA performance metrics. Critical incidents receive executive-level reporting within 24 hours.
• 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: Yes
• Description of free trial: £320 of service credits is applied to all eligible not-for-profit organisation accounts which can be used for testing purposes.
• Link to free trial: https://ciptex.com/g-cloud/conversation-intelligence

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 2.5%
• Between £1,000,001 and £2,500,000: 2.5%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QAS International
• ISO/IEC 27001 accreditation date: Thursday 14 August 2025
• 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: QAS International
• ISO 9001 accreditation date: Thursday 14 August 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Friday 20 December 2024
• What the PCI DSS doesn’t cover: None Payment Related Products & Services
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7dc39134-5356-47da-abcb-999e354bf3ba
• 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • 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.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • 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.

    • 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: 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
    • 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)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • 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 for making facilities used in the delivery of the contract available for community groups, education or training
    • 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
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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

    • 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)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • 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

  • 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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 sales@ciptex.com. Tell them what format you need. It will help if you say what assistive technology you use.