SOFTCAT PLC

Qualtrics Experience Management (XM)

Qualtrics Experience Management (XM) is a cloud platform for government (G-Cloud) to collect, analyze, and act on Customer Experience (CX), Employee Experience (EX), and Market Research data. It uses surveys and AI-powered analytics to gain real-time, actionable insights for service improvement and evidence-based policy.

Features

• Omni-Channel Feedback: Gather citizen/service user feedback across all channels effortlessly.

Benefits

• Comply with WCAG AA for designing fully inclusive service access.

• Free trial available

Service documents

• Pricing document

  ODS

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

Framework

G-Cloud 15

Service ID

196998917421886

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• 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: Qualtrics XM is an extension to core business software by integrating experience data (X-data) with operational data (O-data).; ; It seamlessly connects with platforms like CRM (e.g., Salesforce), HRM (e.g., SuccessFactors), BI/Analytics tools (e.g., Tableau), and other ticketing/workflow systems (e.g., ServiceNow) to automate actions based on feedback.
• Cloud deployment model: Public cloud
• Service constraints: Customers are always on the latest version of the platform as upgrades are mandatory. Service usage is strictly limited to the volumes (e.g., Survey Responses, FTEs) purchased under the annual subscription. Exceeding limits may result in restricted access or requirement to purchase additional capacity.
• System requirements:
  • Supported Browsers: Latest versions of Chrome, Edge, Firefox, and Safari.
  • Security Protocol: TLS 1.2 or higher for secure network communication.
  • Browser Features: JavaScript and cookies must be enabled on browser.
  • Internet Connection: Stable broadband connection for platform administration.
  • OfflineApp (iOS): iOS 9.0 or later for the mobile application.
  • OfflineApp (Android): Android 5.0 or greater for the mobile application.
  • XMApp (Latest): iOS 16.0+ or Android 12.0+ for latest app.
  • Desktop OS: Windows7.0 or newer for the desktop offline app.
  • Resolution: Minimum screen resolution for optimal dashboard viewing.
  • Ad-Blockers: Must disable browser ad blockers to prevent survey interference.

User support

• Email or online ticketing support: Yes
• Support response times: Severity Level Definition Typical Initial Response Time Target; Severity 1 (Critical) Service Down/Unavailable; Total halt of business operations. 1 hour or less (24x7 coverage); Severity 2 (High) Major functionality impaired; Significant impact on core business operations. 4 hours or less (24x7 coverage); Severity 3 (Medium) Partial loss of non-critical functionality; Workaround available. Next Business Day (during local business hours); Severity 4 (Low) General question, minor issue, or request for enhancement. 2 Business Days (during local business hours)
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: The Qualtrics Webchat/Feedback interface has been tested with users who require assistance as part of its commitment to WCAG 2.1 AA standards.; ; Testing is conducted through two main channels:; ; Internal QA: Qualtrics' dedicated accessibility teams integrate user research and QA throughout the development lifecycle, specifically testing with popular assistive technologies such as JAWS, NVDA, and VoiceOver to ensure seamless keyboard navigation and screen reader functionality.; ; External Validation: The platform undergoes external review and certification (e.g., via WebAIM) to validate conformance across critical, user-facing components.; ; These processes confirm that the interface structure and controls are accessible. However, it is crucial for buyers to note that the final accessibility of the content created and deployed within the webchat remains the customer's responsibility to ensure compliance.
• Onsite support: No
• Support levels: Self-Service (Tier 0): Users access a vast knowledge base, documentation, and the Qualtrics Support AI Assistant for immediate answers to common issues.; ; Technical Support: Available 24/7/365, primarily for licensed users to submit tickets regarding product questions, troubleshooting, and technical issues. This includes assistance from senior product specialists for complex issues.; ; Account Services Support: Handles non-technical requests, such as licensing, billing, upgrades, and general account administration.; ; Enterprise Support (Elevated): An enhanced support option for premium customers, offering rapid and proactive assistance from senior product specialists and dedicated Technical Success Managers (TSMs) for strategic guidance.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: To help users start using the Qualtrics service, we implement a structured, multi-faceted approach focusing on rapid activation and effective capability building. This begins immediately following the completion of the technical Onboarding and Configuration phase.; ; New users are guided through the service via a combination of self-service and personalized resources. We first provide access to the Qualtrics Basecamp, which is a comprehensive online learning platform offering detailed courses, webinars, and documentation specific to different roles (e.g., administrator, researcher, analyst). This allows users to learn at their own pace.; ; For quick starts, dedicated Welcome Guides and Quick Start Tutorials are provided to walk users through their first project, like launching a simple survey or building an initial dashboard. Depending on the purchased tier, a Customer Success Manager (CSM) or Technical Success Manager (TSM) will also host live, role-based training sessions to ensure teams are proficient in their specific tasks, focusing on the configured use cases (CX, EX, Research). This rapid activation model ensures users move quickly from setup to value realization.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When the contract ends, users extract their data through a secure, structured process outlined during the offboarding phase. This process must be completed before the final service decommissioning date.; ; Notification and Planning: Following the termination notice, the customer formally specifies the required Data Extraction Format (e.g., CSV, JSON, or XML) and the secure target location for transfer.; ; Customer-Initiated Export: Users are first advised to use the built-in data export tools within the Qualtrics administrative interface to download responses, dashboards, and embedded data directly.; ; Secure Extraction (Qualtrics-Led): For large volumes or complete database extractions, Qualtrics’ Offboarding Manager coordinates a secure, encrypted transfer of all confirmed Customer Data (X-data) from the dedicated Cloud environment. This transfer utilizes agreed-upon secure channels, such as SFTP or a secure file transfer service.; ; Verification and Deletion: The customer is given a verification window (typically 30 days) to confirm the data integrity. Only upon formal customer sign-off is the data securely purged from the Qualtrics system, fulfilling the data deletion commitment.
• End-of-contract process: When the contract ends, users extract their data through a secure, structured process outlined during the offboarding phase. This process must be completed before the final service decommissioning date.; ; Notification and Planning: Following the termination notice, the customer formally specifies the required Data Extraction Format (e.g., CSV, JSON, or XML) and the secure target location for transfer.; ; Customer-Initiated Export: Users are first advised to use the built-in data export tools within the Qualtrics administrative interface to download responses, dashboards, and embedded data directly.; ; Secure Extraction (Qualtrics-Led): For large volumes or complete database extractions, Qualtrics’ Offboarding Manager coordinates a secure, encrypted transfer of all confirmed Customer Data (X-data) from the dedicated Cloud environment. This transfer utilizes agreed-upon secure channels, such as SFTP or a secure file transfer service.; ; Verification and Deletion: The customer is given a verification window (typically 30 days) to confirm the data integrity. Only upon formal customer sign-off is the data securely purged from the Qualtrics system, fulfilling the data deletion commitment.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The core difference lies in function: the Desktop experience is for creation and administration, while the Mobile experience is primarily for consumption and collection.; ; The Desktop (Browser) experience offers the full platform suite, enabling users to design complex surveys, build detailed dashboards, manage accounts, and run sophisticated analysis.; ; The Mobile experience uses specialized apps:; ; Offline Survey App: Allows data collection in the field without internet access.; ; XM App: Optimized for viewing dashboards, monitoring metrics, and receiving urgent alerts on the go.; ; Mobile is functional but does not support the deep feature set of the desktop browser environment.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The core Qualtrics Service Interface is a comprehensive, browser-based dashboard environment. Upon login, users access a centralized hub to manage projects, user accounts, and data.; ; The interface is logically organized, featuring separate workspaces for Project Creation (Survey Builder), Distribution, Data & Analysis, and Reporting (CX/EX Dashboards). It provides role-based access, ensuring administrators have full control over security settings and system integration points (APIs), while analysts focus on visualizations and key metrics. The interface is the primary tool for all platform administration and design tasks.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Qualtrics Webchat/Feedback interface has been tested with users who require assistance as part of its commitment to WCAG 2.1 AA standards.; ; Testing is conducted through two main channels:; ; Internal QA: Qualtrics' dedicated accessibility teams integrate user research and QA throughout the development lifecycle, specifically testing with popular assistive technologies such as JAWS, NVDA, and VoiceOver to ensure seamless keyboard navigation and screen reader functionality.; ; External Validation: The platform undergoes external review and certification (e.g., via WebAIM) to validate conformance across critical, user-facing components.; ; These processes confirm that the interface structure and controls are accessible. However, it is crucial for buyers to note that the final accessibility of the content created and deployed within the webchat remains the customer's responsibility to ensure compliance.
• API: Yes
• What users can and can't do using the API: What Can Be Done (Capabilities); The API is designed for efficient, large-scale automation and data flow management:; ; Data Integration: Extract real-time survey responses (responses, metadata) for integration into external data warehouses or Business Intelligence (BI) tools (e.g., Tableau, Power BI).; ; Administration Automation: Create and manage user accounts and permissions, and automate the setup of new brands or divisions.; ; Survey Management: Programmatically create, update, and manage survey projects (including questions, blocks, and logic) to automate survey design.; ; Contact Management: Automate contact list creation and updates (like adding new employees/citizens to the XM Directory) and trigger personalized survey distributions.; ; Trigger Workflows: Use API calls to initiate or trigger workflows based on events in external systems (e.g., automatically launching a survey when a service ticket closes in a CRM).; ; What Cannot Be Easily Done (Limitations); While extensive, the API has constraints:; ; Custom Coding Support: Qualtrics Support generally does not offer assistance or consultation on custom API code implementation; this requires in-house developer knowledge.; ; Visual Design: Directly manipulating the visual design of dashboards or the Look & Feel of surveys is typically done within the web interface, not via API.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buyers can significantly customise the Qualtrics service through configuration within the browser interface. Customization is performed across four main areas:; ; User Experience (UX) and Logic: Researchers and Survey Designers use the drag-and-drop interface and the Survey Flow editor to fully control question types, complex conditional logic, and scoring, directly affecting the respondent's journey.; ; Service Look & Feel: Survey Designers and Brand Administrators can configure branding, logos, colors, and themes using the Look and Feel editor, ensuring the service aligns with organizational identity.; ; Data Flow and Integration: Customization of data movement is handled by IT Teams or Developers using the API or by Brand Administrators configuring Workflow Actions. This is how the service is integrated with external systems (like CRMs or HRIS) to automate contact management or trigger events (e.g., creating a service ticket).; ; Reporting: Analysts and Administrators configure CX/EX Dashboards to display custom metrics, visualizations, and user access filters, providing tailored reporting views.

Scaling

• Independence of resources: Uses a layered approach, relying on cloud architecture and internal mechanisms, to guarantee resource availability and prevent the "noisy neighbor" problem common in multi-tenant environments.; ; Load Balancing and Redundancy: The platform leverages Amazon Web Services (AWS) and its extensive infrastructure, deploying applications across multiple data centers and availability zones. This redundancy ensures that high traffic in one area does not overload a single resource.; ; Logical Isolation (Multi-Tenancy): Although data persistence is a multi-tenant solution, Qualtrics employs strong logical separation at the application layer. Customers operate within their own "Brand" or "Tenant" environment, with their data logically partitioned and encrypted.

Analytics

• Service usage metrics: Yes
• Metrics types: These metrics are accessible to users through the platform's standard dashboards:; ; Response Rates: Tracking the number and percentage of completed survey responses.; ; Survey Flow: Measuring drop-off rates and completion times within a survey.; ; Ticket Generation: Metrics on automated tickets or follow-up actions triggered by feedback.; ; User Activity: Monitoring usage patterns, logins, and project creation by user roles.; ; Dashboard Load: Assessing the time taken for analytical dashboards to render data.; ; Infrastructure Metrics (Service Level); These metrics are primarily used internally by Qualtrics to manage the service, and are reported externally via Service Level Agreements (SLAs)
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Qualtrics

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Other
• Other data at rest protection approach: Protecting data at rest and physical access relies on AWS's layered security and strong encryption.; ; All customer data is secured at rest using AES 256-bit encryption at the database and disk level. Qualtrics' host, AWS, ensures physical protection by meeting stringent standards like SOC 2 Type II and ISO 27001. These include layered security zones, biometric access control, and 24/7 surveillance of their data centers. Optional Data Isolation adds a second, application-level encryption layer for maximum security assurance.
• 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
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Customer-Initiated Export: Users are first advised to use the built-in data export tools within the Qualtrics administrative interface to download responses, dashboards, and embedded data directly.; ; Secure Extraction (Qualtrics-Led): For large volumes or complete database extractions, Qualtrics’ Offboarding Manager coordinates a secure, encrypted transfer of all confirmed Customer Data (X-data) from the dedicated Cloud environment. This transfer utilizes agreed-upon secure channels, such as SFTP or a secure file transfer service.; ; Verification and Deletion: The customer is given a verification window (typically 30 days) to confirm the data integrity.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • TSV
  • SPSS
  • XML
  • JSON
  • QSF
  • EXCEL
  • PowerPoint
  • Word
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • TSV
  • EXCEL
  • JSON
  • XML
  • SFTP
  • API
  • Manual Entry

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Protecting data between the buyer's network and the Qualtrics service relies on mandated, multi-layered encryption of data in transit.; ; All communication, including web traffic and API calls, is secured using TLS 1.2 or higher encryption. This scrambles the data as it crosses the public internet. For bulk transfers, SFTP (Secure File Transfer Protocol) provides an additional encrypted channel. Buyers can also enhance perimeter control through IP Whitelisting, restricting platform access to only approved network addresses. This combination ensures end-to-end data confidentiality.
• Data protection within supplier network: Other
• Other protection within supplier network: Data protection within the Qualtrics network is managed through strong encryption and strict internal access controls.; ; All customer data is secured at rest using industry-standard AES 256-bit encryption across the platform's database servers. Logical separation is maintained for each customer's data within the multi-tenant environment. Access to the underlying systems and data by Qualtrics personnel is restricted to a "need-to-know" basis, supported by monitored access logs and audited compliance with standards like SOC 2 Type II and ISO 27001. Furthermore, customers can purchase Data Isolation, which adds a second, application-level layer of encryption using customer-specific keys.

Availability and resilience

• Guaranteed availability: Availability Guarantee and SLA; Qualtrics warrants a high monthly system availability level of 99.93% for the production environment, excluding scheduled maintenance. The customer's exclusive remedy for a breach of this Service Level Agreement (SLA) is a Fee Credit applied to future invoices. If monthly downtime is 30 minutes or less, no credit is issued. For downtime between 31 to 120 minutes, a 5.0% credit is provided. Downtime lasting 121 to 240 minutes warrants a 7.5% credit, and any downtime of 241 minutes or greater results in a 10.0% credit on the affected service's fees. Furthermore, the customer gains the right to terminate the subscription if the SLA is breached significantly (four consecutive months, or five or more months in any 12-month period, or if availability drops below 95% in one month).
• Approach to resilience: Qualtrics utilizes AWS (Amazon Web Services) as its preferred cloud provider, ensuring the datacentre setup is inherently resilient and adheres to core cloud security principles.; ; Resilience (High Availability); The platform achieves resilience through redundancy across multiple Availability Zones (AZs) within a geographical region (e.g., AWS London). This prevents correlated failures. The architecture features quick failover points, redundant hardware, and auto-scaling groups to dynamically meet demand spikes, guaranteeing the committed 99.93% availability. Qualtrics also maintains an extensive Disaster Recovery Plan (DRP), tested at least twice annually.; ; Cloud Security Principles; Qualtrics leverages cloud principles by:; ; Encryption: Enforcing encryption in transit (TLS) and encryption at rest (AES-256) for all customer data.; ; Logical Isolation: Utilizing strong logical partitioning within the multi-tenant environment, managed by high-end firewalls.; ; Security Services: Employing managed AWS security services and a 24/7 Security Operations Center (SOC) for continuous monitoring and intrusion detection.
• Outage reporting: Qualtrics uses a transparent, proactive, and multi-channel system to report service outages and degradation, ensuring customers are promptly informed.; ; Official Status Page: The primary source is the Qualtrics Status Page (status.qualtrics.com). This page provides real-time updates on the operational status of core services and regional components (e.g., Survey Platform, CX Dashboards). Users can subscribe via email or text to receive instant notifications when an incident is posted or updated.; ; Notification Tiers: Outages are classified by severity (Maintenance, Warning for degraded performance, or Down for a critical issue). Notifications include the scope, affected regions, and expected resolution timeline.; ; In-Product Communication: During a critical outage, status messages may also be displayed within the product interface to alert logged-in administrators and users.; ; Scheduled Maintenance: For planned service interruptions, Qualtrics issues advance notice (typically five days) to minimize impact on customer operations.; ; For a customer to claim a Fee Credit under the SLA, they must submit a support ticket to Qualtrics for validation, linking the reported outage to the confirmed impact on their specific account.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted through mandatory Role-Based Access Control (RBAC), which is managed by the customer's Brand Administrator. RBAC enforces precise permissions, limiting user access to specific projects, data fields, and administrative functions (e.g., ensuring analysts only see data from their region). For Support Channels, users must first authenticate and explicitly grant a support agent temporary login consent for troubleshooting. All agent activity is fully logged and auditable by the customer’s administrator, adhering to a strict internal "need-to-know" principle.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Qualtrics' information security is managed via a comprehensive Information Security Management System (ISMS), defining employee roles and responsibilities to protect confidentiality and integrity.; ; The company adheres to and is continuously audited against rigorous international standards: ISO 27001, SOC 2 Type II (for security, availability, and confidentiality), and FedRAMP High (the US government's highest security standard). They also hold the new ISO 42001 for responsible AI governance.; ; Governance and Reporting Structure; Security governance is overseen by a formal Security Governance Committee. This committee ensures that internal policies align with required certifications, monitors compliance, and conducts risk assessments. Day-to-day enforcement, continuous monitoring, and incident response are handled by the in-house 24/7 Security Operations Center (SOC), which reports to the Chief Security Officer (CSO)
• 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: The change management process is functionally aligned with industry best practices, such as those defined by ITIL (Information Technology Infrastructure Library), ensuring changes are categorized and managed based on risk:; ; Change Categorization: Changes are classified as Standard (pre-authorized, low risk), Normal (requiring formal Request for Change (RFC) and approval), or Emergency (urgently required fixes).; ; Formal Approval & Audit: All non-standard changes must go through a structured approval process, often involving a Change Advisory Board (CAB) equivalent. All changes are thoroughly tested in non-production environments and audited to ensure security protocols are maintained and deployment is successful.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Process Components; Process itself is multi-layered and includes:; ; Continuous Scanning: Automated vulnerability scans are performed regularly on internal systems, firewalls, and application code.; ; Annual Penetration Testing: An independent, third-party firm conducts an annual application penetration test (aligned with CREST methodology) to actively discover security flaws.; ; Vulnerability Disclosure Program: Qualtrics maintains a public Vulnerability Disclosure Policy that encourages ethical security researchers to report findings responsibly.; ; Remediation: Identified vulnerabilities are prioritized based on their risk and severity (CVSS score) and promptly remediated by the in-house Security Operations Center (SOC). Critical patches are applied immediately, and all activities are logged for audit purposes.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The process itself is multi-layered and includes:; ; Continuous Scanning: Automated vulnerability scans are performed regularly on internal systems, firewalls, and application code.; ; Annual Penetration Testing: An independent, third-party firm conducts an annual application penetration test (aligned with CREST methodology) to actively discover security flaws.; ; Vulnerability Disclosure Program: Qualtrics maintains a public Vulnerability Disclosure Policy that encourages ethical security researchers to report findings responsibly.; ; Remediation: Identified vulnerabilities are prioritized based on their risk and severity (CVSS score) and promptly remediated by the in-house Security Operations Center (SOC). Critical patches are applied immediately, and all activities are logged for audit purposes.
• 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: The Qualtrics Incident Management process is formal, documented, and based on NIST 800-53 and ISO 27001 standards. It is driven by the 24/7 Security Operations Center (SOC). The process ensures rapid detection and analysis through sophisticated monitoring systems. Once contained, the SOC prioritizes transparent customer communication via the official Status Page, detailing the scope and recovery timeline. The process is regularly tested and audited (per SOC 2 Type II requirements) to ensure continuous effectiveness in restoring service availability and integrity.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Qualtrics offers a free account with no expiration, limited to 3 active surveys (30 questions each) and 500 total responses. This version includes basic survey logic and templates but restricts advanced analytics, dashboards, and email distribution.

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: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• 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: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• 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: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

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 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
    • 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
    • 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
    • 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)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

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

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

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • 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)
    • 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
    • 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

  • 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

  ODS

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