FCS SOFTWARE SOLUTIONS LIMITED

CaseworkPro

CaseworkPro is a secure, cloud-hosted case management system for UK local authorities. It manages complaints, LGSCO cases, enquiries and lessons learned across adult, children’s, and corporate services. The system provides consistent workflows, audit trails, and reporting, supporting statutory compliance, transparency, accountability, and continuous service improvement with strong information governance standards.

Features

• Complaints and casework management across adult and children’s services
• End-to-end handling of statutory and corporate complaints processes
• Secure, role-based access controls and user permissions
• Cloud-hosted service with high availability and resilience
• Configurable workflows supporting local authority complaint procedures
• LGSCO complaint tracking, responses, and outcome management
• Centralised recording of compliments and positive feedback
• Audit logging and full traceability of case actions
• Reporting and data export in standard, non-proprietary formats
• Lessons learned capture to support service improvement and learning

Benefits

• Reduce administrative effort through streamlined complaints and casework management
• Support statutory compliance with structured workflows and clear case oversight
• Improve consistency and quality of complaint handling across services
• Enable secure access for authorised users across teams and locations
• Increase transparency through comprehensive audit trails and reporting
• Reduce risk with controlled processes and role-based permissions
• Save time locating cases using powerful search and filtering
• Improve response times and case resolution performance
• Support organisational learning through lessons learned capture
• Enhance accountability and oversight for managers and senior officers

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@fcssoftware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

178205256658056

Contact

Jamie Doig
01452 345629
sales@fcssoftware.co.uk

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is carried out outside of standard business hours where possible and notified to customers in advance. Occasional brief service interruptions may occur during scheduled updates or security patches. The service requires a modern web browser and stable internet connection. Mobile access is supported via approved iOS and Android applications. Data is hosted within UK-based, ISO 27001-certified data centres. No additional hardware dependencies exist.
• System requirements:
  • Application site licence
  • Modern web browser (Chrome, Edge, Firefox, Safari)
  • Stable internet connection

User support

• Email or online ticketing support: Yes
• Support response times: The hours are stated in our Service Level Agreement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: WCAG 2.2 AA
• Web chat accessibility testing: Our service uses Microsoft Teams for all web chat communication. We have not carried out formal accessibility testing with assistive technology users specifically within Teams, as Microsoft provides built-in accessibility features that are already extensively tested and documented.; ; Teams supports screen readers (such as JAWS and NVDA), keyboard navigation, high-contrast display modes, and live captions. We rely on these Microsoft accessibility standards to ensure that users with assistive technologies can participate fully in chat and collaboration features.; ; We continue to monitor Microsoft’s accessibility updates and welcome user feedback to identify any additional needs or improvements.
• Onsite support: No
• Support levels: We provide standard support to all customers as part of the CaseworkPro service.; ; Our support team is available to assist with technical issues, user access, configuration, and general service queries.; ; Support levels provided:; Standard support (included): Email, telephone, and Microsoft Teams support during UK business hours (09:00–17:00, Monday–Friday, excluding public holidays).; ; Enhanced support: Extended coverage and priority response for critical incidents i.e., a system down event.; ; Costs:; Standard support – included in the service price.; Enhanced support – included in the service price.; ; Technical account management:; A dedicated technical account manager is available for enhanced-support, acting as a single point of contact for issue escalation, service reviews, and account continuity.; ; All support is provided by qualified CasseworkPro staff that are familiar with the service architecture and customer environments.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: FCS Software supports customers in getting started through a structured onboarding and implementation process. Upon contract award, a dedicated Project Delivery Manager (PDM) is assigned to oversee setup, migration, and go-live activities. Customers are provided with a test environment prior to live deployment, enabling familiarisation and user acceptance testing.; ; Training is delivered through a programme of online training sessions covering key functional areas including enquiries, complaints and LGSCO. Comprehensive user documentation is provided to support day-to-day use of the service.; ; During onboarding, the PDM coordinates implementation planning, stakeholder engagement, progress reporting, and transition from test to live environments, before handing over to the support team. Ongoing assistance is available via the service desk, monitored email support, and remote assistance, with enhanced support available during known peak periods.; ; This approach ensures users are fully supported from initial setup through to operational use of the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, customers are supported in extracting their data through a managed offboarding process. Upon request, FCS Software provides agreed data extracts from the service in commonly used, non-proprietary formats suitable for onward use or migration to another system.; ; Data extraction is coordinated by FCS Software in consultation with the customer to confirm scope, format, and delivery method. Extracts are provided securely using approved transfer mechanisms. Where required, test extracts can be provided to validate data completeness prior to final delivery.; ; Following confirmation that data extraction has been completed, customer data is securely deleted in accordance with FCS Software’s data sanitisation and retention policies and the contractual terms.; ; This approach ensures customers retain full access to their data at contract end while supporting an orderly and secure transition to alternative arrangements.
• End-of-contract process: At the end of the contract, FCS Software supports customers through a structured offboarding process to ensure continuity and secure closure. Standard end-of-contract activities included within the contract price comprise provision of agreed data extracts in non-proprietary formats, reasonable support to facilitate data transfer, and secure deletion of customer data in line with contractual terms and data sanitisation policies.; ; Data extraction and offboarding activities are coordinated with the customer to confirm scope, format, and timing. Upon confirmation that data extraction is complete, customer environments are decommissioned and data is securely removed from live systems and backups in accordance with defined retention schedules.; ; Additional services, such as bespoke data transformations, extended parallel running, or enhanced migration support to a successor supplier, may be provided at additional cost where requested. Any such costs are agreed in advance with the customer.; ; This approach ensures a clear, transparent, and secure contract exit without vendor lock-in.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: CaseworkPro is a cloud-based web application accessible through any modern web browser on desktop, laptop, tablet, or mobile devices.; ; The core functionality is the same across all platforms. Users can securely log in, view data, manage tasks, and perform all key operations regardless of device type.; ; Differences:; ; Some advanced configuration or administration features may be easier to use on desktop due to screen size and layout.; ; There is no separate mobile app, all access is via the browser.; ; Overall, the user experience and performance are consistent across desktop and mobile devices, with only minor layout and navigation adjustments for usability.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes. CaseworkPro is accessed through a secure, web-based interface.; ; Users log in via any modern web browser using their credentials.; The interface provides access to all features, including data entry, reporting, administration, and communication tools.; ; The design is fully responsive, allowing users to access the service from desktop, tablet, or mobile devices without additional software installation.; ; An API is also available for authorised integrations where required.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: CaseworkPro has been designed and tested in alignment with the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA, with some areas achieving Level AAA compliance. Our accessibility assurance process includes testing with a range of assistive technologies to verify usability and compliance across different user needs.; ; Testing approach:; We conducted internal accessibility testing using recognised assistive technologies including ChromeVox screen reader, keyboard-only navigation, and high-contrast and zoom adjustments to validate content structure and interaction consistency. The testing confirmed that:; ; All non-text elements have descriptive text alternatives.; ; All system functions are fully operable via keyboard, including modals, ribbons, and dropdowns.; ; Screen readers can accurately interpret page structure, focus order, and navigation hierarchy.; ; Contrast, resizing, and focus indicators meet or exceed WCAG 2.2 Level AA standards; ; User interaction simulations:; Our validation process includes real-world simulation of assistive use cases, such as operating without a mouse, using speech-to-text input, and verifying sequential focus order through form fields and modals; ; Continuous improvement:; We continue to monitor accessibility feedback and track Microsoft’s assistive technology updates to ensure compatibility across browsers and devices. Future testing cycles will include external user evaluation with assistive technology users to complement our internal compliance audits.
• API: Yes
• What users can and can't do using the API: The CaseworkPro API provides secure, documented endpoints for integrating with the CaseworkPro platform. The API follows RESTful principles and is fully described in the public Swagger documentation.; ; What users can do using the API:; ; Retrieve, create, and update complaints, compliments, lessons learned, etc.; ; Automate data exchange between CaseworkPro and third-party reporting platforms.; ; Access structured data via authenticated GET and POST requests.; ; Manage data in bulk through defined endpoints using JSON payloads.; ; Query system status, configuration, and audit history for integration monitoring.; ; Setting up the service through the API:; ; Once authenticated, endpoints are accessed via HTTPS using standard REST calls.; ; The Swagger interface provides full endpoint details, parameters, and live testing functionality.; ; Making changes through the API:; ; Users can make authorised data updates depending on their access level.; ; All changes are validated by CaseworkPro’s business rules and logged in the system’s audit trail.; ; Limitations:; ; The API is read/write restricted — some administrative functions (such as user management, licensing, or role assignment) are available only within the CaseworkPro web interface.; ; API usage is rate limited for performance and security reasons.; ; Only authenticated users with valid credentials can perform write operations.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: CaseworkPro allows a range of configurable options so that each organisation can tailor the service to its operational requirements while maintaining compliance and data integrity.; ; What can be customised:; ; User roles, access levels, and permissions.; ; Layout preferences such as sidebar visibility, contrast, and font size.; ; Notification settings, including toast messages and alerts.; ; Data structures such as data fields and reporting filters.; ; Integration settings with third-party systems via the CaseworkPro API.; ; How users can customise:; ; Customisation is completed through the CaseworkPro web interface and, for technical integrations, via the API.; ; Administrators can adjust settings through on-screen controls, user management tools, and configuration panels — no coding required for interface-level changes.; ; Who can customise:; ; Administrators – manage system-wide settings, permissions, and integrations.; ; Standard users – can personalise their view, layout, and notification preferences within their account.

Scaling

• Independence of resources: The service is delivered using a multi-tenant or dedicated (based on hosting tier selected) cloud architecture hosted on Microsoft Azure, with logical separation of customer data and workloads. Resources are monitored and scaled to manage demand, ensuring consistent performance during peak usage periods. Capacity planning, performance monitoring, and alerting are in place to identify and address contention risks. Azure’s underlying infrastructure provides isolation, resilience, and elastic scaling, while application-level controls prevent individual customer activity from adversely affecting others.

Analytics

• Service usage metrics: Yes
• Metrics types: FCS Software provides service usage metrics to customers to support operational oversight and service assurance. Metrics include service availability, system performance indicators, and support-related information such as incident volumes and response times. Where appropriate, customers can also view usage information relevant to their service modules. Metrics are presented through real-time dashboards and supplemented by reports provided on request, enabling customers to monitor service health and usage in line with agreed service levels.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• Datacentre security standards: Managed by a third party
• 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: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data through controlled export functionality within the service or by requesting standard data extracts from FCS Software. Exports are provided in commonly used, non-proprietary formats and are subject to role-based access controls and audit logging. Data exports are generated in accordance with the customer’s instructions and contractual arrangements. FCS Software does not determine the provenance or prior handling of customer data and provides export facilities solely to enable customers to access and manage their own data securely.
• Data export formats: CSV
• Data import formats: CSV

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: CaseworkPro is hosted in a high-availability cloud environment with an uptime guarantee of 99.9%, excluding planned maintenance. Service availability is continuously monitored, and scheduled maintenance windows are communicated in advance. Our standard Service Level Agreement (SLA) provides a 1-hour response time for critical incidents and restoration within 4 hours where possible. In the unlikely event that guaranteed uptime is not met, customers are eligible for service credits or pro-rata refunds based on the duration and impact of the outage. Continuous monitoring, redundancy, and failover processes ensure resilience and minimal disruption to users.
• Approach to resilience: CaseworkPro is hosted within a UK-based, ISO 27001-certified cloud infrastructure that provides full redundancy, load balancing, and failover capability. Data and services are replicated across multiple geographically separate datacentres to ensure continued availability in the event of hardware or network failure. Regular automated backups, encryption in transit and at rest, and continuous monitoring protect data integrity and performance. Disaster recovery plans are tested periodically, and recovery objectives meet or exceed government standards. Detailed infrastructure and resilience documentation, including business continuity procedures, is available to authorised buyers on request to maintain security and compliance.
• Outage reporting: CaseworkPro continuously monitors system uptime and performance using automated tools. Any service outage or degradation triggers alerts to the operations team for immediate investigation. Customers are notified via email alerts and, for enhanced-support customers, through direct Microsoft Teams updates.; ; Planned maintenance windows are communicated in advance.; ; Incident reports include root-cause analysis and resolution details, which are shared with affected customers.; ; Our transparent reporting approach ensures users are kept informed throughout any service disruption or planned downtime.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to CaseworkPro’s management interface is strictly controlled through role-based permissions and Azure Entra ID authentication with Single Sign-On and Multi-Factor Authentication. Only authorised administrators can modify system settings, while standard users access functions relevant to their role. All actions are logged and audited for security. Session timeouts protect against unauthorised use. Support is provided only via approved channels (Microsoft Teams and email) and handled by verified support staff. Customer data is accessed securely, and no information is shared outside authorised processes, ensuring confidentiality, integrity, and accountability across all environments.
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: 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: We follow comprehensive Information Security Management policies aligned with ISO 27001 principles and the UK Government Cloud Security Principles. Our policies cover access control, data protection, incident response, and change management. The Information Security Manager reports directly to the Managing Director and oversees compliance, training, and audits. Staff receive mandatory annual security awareness training. Policies are reviewed quarterly, communicated via internal channels, and enforced through technical controls, audits, and disciplinary procedures. Security incidents are logged, investigated, and reported in line with GDPR and NCSC guidance to maintain confidentiality, integrity, and availability of all customer data.
• 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: Configuration and change management for the service is governed by FCS Software’s ISO 27001-certified Information Security Management System. All service components are tracked throughout their lifecycle using Azure Resource Manager, version control, and an internal asset register. Changes are logged and managed through Azure DevOps, where they are assessed for security impact, peer-reviewed, and approved prior to deployment. Automated build and release pipelines enforce configuration integrity across environments. Security controls, vulnerability scanning, and audit logging are applied consistently, and all changes are fully traceable, tested, and independently audited as part of our ISMS.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability management is governed by FCS Software’s ISO 27001-certified ISMS. Potential threats are identified through continuous monitoring, automated vulnerability scanning, secure code analysis, and regular CREST-approved penetration testing. We actively monitor NCSC advisories, Microsoft security bulletins, threat intelligence feeds, and OWASP updates. Vulnerabilities are risk-assessed, prioritised by severity, and tracked through Azure DevOps until remediation is completed. Patches are deployed via controlled CI/CD pipelines, with critical vulnerabilities addressed immediately and others remediated in line with defined SLAs. All actions are logged, reviewed, and audited.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is implemented through continuous logging, alerting, and security monitoring across all service components. System, application, and access logs are centrally collected and monitored using Azure monitoring and security tooling to identify anomalous behaviour, unauthorised access attempts, or potential compromise. Alerts are reviewed by trained staff and investigated in line with our incident management procedures. Confirmed or suspected security incidents trigger immediate containment, impact assessment, and remediation actions. Incidents are prioritised by severity, with critical incidents responded to immediately and all actions logged, reviewed, and audited as part of our ISO 27001-certified ISMS.
• 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: Incident management is governed by FCS Software’s ISO 27001-certified ISMS and documented incident response procedures. Pre-defined processes exist for common events, including service disruption, security incidents, and data protection incidents. Users report incidents via the service desk or agreed support channels, which are logged, prioritised, and tracked through to resolution. Incidents are assessed for impact and severity, with escalation and response times defined in line with SLAs. Incident reports, including root cause analysis and corrective actions, are provided to customers as appropriate, and all incidents are reviewed to drive 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: No
• 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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC
• ISO/IEC 27001 accreditation date: Friday 2 August 2024
• What the ISO/IEC 27001 doesn’t cover: The certification does not cover customer-owned infrastructure, end-user devices, or third-party services that are not included within the defined scope of FCS Software’s ISO/IEC 27001 certified ISMS.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: C34b8a08-422c-478c-9909-7573487b06d9
• 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 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
    • 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@fcssoftware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.