OUTSOURCE AUTOMATION SOLUTIONS LIMITED

Voice, Text, Chat AI based Communications capabilities

Clevva Voice Solutions provides a decision-safe, conversational digital front door for public services, enabling voice-led interactions that recognise intent and guide service journeys. Delivered by OAS with the Clevva platform, the service is designed to support governance, human escalation, vulnerability handling, and integration with downstream systems and automation where required.

Features

• Omnichannel conversational engagement across voice, web, messaging, and assisted channels
• Natural language understanding for accurate intent detection and triage
• Voice avatar and conversational agents embedded within digital services
• Real-time escalation to human agents with full contextual handover
• Vulnerability and sentiment detection during live conversations
• Inbound and outbound conversational campaigns and notifications
• Integration triggering orchestrated workflows from initial contact to completion
• Triggering of digital workers for downstream task execution where required
• Real-time reporting and insight into demand, intent, and interaction outcomes
• Decision-safe conversational logic with deterministic guardrails and explainability

Benefits

• Improved resident access through omnichannel, inbound and outbound communication
• Faster intent understanding and triage at first point of contact
• Consistent decision-making using controlled, explainable guardrails
• Reduced handling time across voice and digital contact channels
• Safe handling of vulnerable and sensitive conversations
• Seamless escalation to human agents with full conversational context
• Seamless hand-off to back-office execution when resolution cannot occur in-call
• Improved service consistency across assisted and digital channels
• Low-cost revenue generation through conversational payments and reminders
• Integration with downstream systems and automation where required

• 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 pete.marshall@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

297772637500807

Contact

Pete Marshall
07769349581
pete.marshall@globaloas.com

About the service

• Service categories:
  • Application Development and Deployment
    • AI platforms
      • AI software services
        • Conversational AI Software Services
        • Generative AI Software Services
        • Document AI Software Services
        • Anomaly Detection AI Software Services
        • Personalize AI Software Services
• Multi cloud support: Yes

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: Clevva Voice Solutions provides a conversational, decision-safe front door within an agentic framework, capturing intent and guiding journeys. It integrates with Agentic Platforms for outcome execution, orchestration for workflow control, RPA for task execution, enabling scalable, governed, end-to-end service delivery without forcing system replacement across channels and services safely consistently.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Effective operation depends on the completeness, accuracy, and governance of knowledge, rules, and data provided to the platform. Clevva operates as an outcome-driven, agentic capability, requiring clear definition of communication scope and acceptable automation scope. Human involvement is primarily for governance, oversight, and exception review rather than routine task execution. Organisational readiness to adopt these technologies is required. Changes to policy, rules, or source information may require retraining or configuration updates to maintain accuracy and compliance.
• System requirements:
  • Telephony System capable of handling high volume concurrent inbound calls
  • Robust high capacity Internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Priority 1 Response within one hour. We will use Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours. Priority 2 Response within three hours. Fault resolved by the end of the following three Business Days. Priority 3 Response within one Business Day. Bug fix scheduled for the next available release. Priority 4 We shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.
• 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, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: OAS utilise Zoho Desk for web chat support. Zoho perform routine evaluations by experts in digital accessibility help identify areas for improvement. This is coupled with frequent testing by users with disabilities leading to accurate, profound, and authentic feedback, which helps create a genuinely accessible product.
• Onsite support: Yes, at extra cost
• Support levels: Priority 1 Response within one hour. We will use Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours. Priority 2 Response within three hours. Fault resolved by the end of the following three Business Days. Priority 3 Response within one Business Day. Bug fix scheduled for the next available release. Priority 4 We shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide onsite and online training alongside user documentation dpeendent on geography
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: We provide an automated service to provide any relevant data at end of contract
• End-of-contract process: All data sent to Customer; Data place into quarantine at Supplier end; Data deleted at agreed timeframe; Service ceases

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Users can operate using desktop based web chat, whatsapp or via mobile sms. all platform can use voice
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: API used to transmit voice and text to and from the service; APIs used to trigger back office Digital worker activity; API used to authenticatethe user of the service; API used to retrieve information of a callerto personalise the interaction
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Languages can be modified in Voice or Text; Usage of Voice and Text channels can be defined & modified; Interactions with Digital Workers can be modified; Sentiment analysis can be modified

Scaling

• Independence of resources: Load balanced service with redundancy built in to facilitate scale

Analytics

• Service usage metrics: Yes
• Metrics types: Specified by Customer but includes; Arrival rate of inbound calls handled by VAs; AHT of inbound calls; Abandon rate
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

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

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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Exported in a format suitabgle to the customer
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 24X7 availability of services
• Approach to resilience: We use large scale platforms e.g. Azure, AWS to ensure resilience at source
• Outage reporting: An API; email alert

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: All RBAC as defined and agreed with Customer
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All relevant to ISO27001 and Cyber Essentials Plus

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Clevva configuration and change management follows a controlled, auditable process to ensure service stability and governance. Configuration items are documented and versioned, with changes subject to impact assessment, approval and testing prior to deployment. Changes are implemented through controlled environments, with rollback mechanisms available where required. Access to make changes is restricted to authorised personnel and all change activity is logged. This approach ensures that updates to conversational flows, rules and integrations are introduced safely, without adversely impacting live services or users.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Operates a structured vulnerability management approach aligned with cloud security best practice and the Microsoft Azure shared responsibility model. Vulnerabilities are identified through Azure security monitoring, platform alerts, dependency tracking and review of relevant security advisories. Identified issues are assessed for risk, impact and exploitability, and prioritised for remediation. Remediation may include patching, configuration changes or component updates, which are tested and deployed through controlled change processes. Azure security services support continuous monitoring for vulnerabilities and misconfigurations. Third-party and open-source components are monitored for published vulnerabilities, with fixes applied as required. Vulnerability management activities logged to support audit assurance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Uses proactive monitoring to identify potential issues before they impact service users. Key platform components are continuously monitored for availability, performance and error conditions using automated alerts and thresholds. Logs and metrics are reviewed to detect abnormal behaviour, capacity pressure or integration failures. Alerts are prioritised based on severity and potential service impact, enabling timely investigation and remediation. Monitoring outcomes are reviewed regularly to identify trends, inform preventative actions and support continuous service improvement, ensuring stable and reliable operation of live conversational services.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Incident management follows predefined procedures for common security, availability and data related events. Incidents can be reported by users through agreed support channels and are logged, categorised and prioritised on receipt. Each incident is assessed, assigned and managed through to resolution using defined response and escalation steps. Customers are kept informed where required, based on severity and impact. Incident reports are produced following resolution, detailing root cause, actions taken and any corrective measures. Lessons learned are reviewed to improve controls, reduce recurrence and strengthen overall service resilience over time and aligned with contractual obligations and regulatory notification requirements where applicable.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Subject to discretion of Supplier and requriement

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation ISO Certification
• ISO/IEC 27001 accreditation date: Wednesday 6 March 2024
• What the ISO/IEC 27001 doesn’t cover: Our certification covers the full organisation. There are no exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: D7cedbc2-3254-46bb-b28f-1ba47338603f
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Fce1a2b9-4e6a-4668-a25e-12a1e11ee2ac
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • 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
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

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

  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • 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
  • 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
• 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
  • 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
  • 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
  • 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

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 pete.marshall@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.