XBP EUROPE LIMITED

EON (Robotic Process Automation)

EON is XBP Europe’s Robotic Process Automation (RPA) platform. It provides a virtual workforce to automate high-volume, repetitive tasks like data entry, payroll processing, and invoice matching. Using 500,000+ pre-configured business rules, it integrates seamlessly with existing ERPs to increase speed, eliminate human error, and reduce operational costs.

Features

• Open architecture plug-and-play design works with all major software.
• Intelligent automation utilizes 500,000+ business rules and smart bots.
• Seamless APIs interact effortlessly with existing interfaces and systems.
• Remote management workflows enable efficient oversight of virtual workforces.
• No-code configuration allows timely deployment without complex programming.
• Advanced data extraction employs OCR for robust capture.
• High-speed processing accesses various database engines at lightning speed.
• Scalable deployment grows alongside organizational needs and volumes.
• Real-time status visibility provides full insight into live tasks.
• Helpful analytics provide insights for forecasting and best practices.

Benefits

• Automate repetitive tasks to save time and boost productivity.
• Eliminate manual errors to ensure 100% data processing accuracy.
• Scale operations effortlessly to handle seasonal increases in work volume.
• Connect legacy systems without requiring costly and complex IT overhauls.
• Enable remote management of workflows for a modern virtual workforce.
• Accelerate processing speeds by deploying bots that work 24/7.
• Gain real-time visibility into task statuses for better transparency.
• Free up employees for strategic high-value thinking and planning.
• Ensure consistent compliance by embedding regulatory rules into automated workflows.
• Improve financial liquidity through faster and more accurate payment cycles.

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 daren.williams@xbpeurope.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

470660712061562

Contact

Daren Williams
07960191798
daren.williams@xbpeurope.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Robotic process automation
• 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: EON acts as a non-invasive extension to legacy systems and major ERP platforms like SAP and Oracle. Its "plug-and-play" architecture integrates seamlessly with accounting packages such as QuickBooks, SAGE, and FreshBooks, automating data-intensive tasks without requiring infrastructure changes.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Security Clearance: Management of sensitive data requires client confirmation of necessary security clearances for assigned UK-based support staff.; ; Implementation Mobilization: Typical bot deployment involves a structured mobilization phase of two to six weeks to ensure workflow alignment.; ; Integration Scope: Connectivity with complex legacy systems is defined and scoped during the initial discovery and design studio phase.; ; Customization: Core SaaS code changes are restricted; customizations focus on business rules, point-and-click bot configurations, and API routing.
• System requirements:
  • Windows 10 64-bit or higher for optimal desktop bot performance.
  • Dual-core 2 GHz CPU minimum for stable automated task execution.
  • 4 GB RAM minimum for standard workstation or virtual deployments.
  • 5 GB disk space for core software and local logs.
  • Microsoft .NET Framework 4.7 or later for system integration.
  • Internet connection required for cloud-based orchestration and central management.
  • Standard web browsers like Chrome or Edge for administrative dashboards.
  • Administrator rights needed for initial software installation and configuration.
  • API access enabled for seamless interaction with existing legacy software.
  • Virtual workstation assigned per bot for secure, unattended operations.

User support

• Email or online ticketing support: Yes
• Support response times: XBP provides comprehensive support with varying response times depending on service type and incident severity.; ; Standard Support Hours: 08:00 to 18:00 Monday to Friday; ; Emergency Coverage: 24/7 support available for Severity 1 and 2 incidents; ; Response Times:; ; Calls answered within 20 seconds (90% target); Severity 1 & 2: 15-minute response, 2-4 hour resolution; 24/7 operations center staffed including weekends and holidays; ; Weekend Differences: Regular queries handled during business hours only, but critical incidents receive full 24/7 coverage with same response standards. Emergency contact available for security incidents.; ; Our ServiceFirst model offers three-tier support through telephone, chat, and email channels.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: XBP Europe conducts rigorous accessibility testing for its web chat and support interfaces to ensure compliance with WCAG 2.2 Level AA and EN 301 549 standards. Our testing methodology integrates both automated scans and manual evaluations using real assistive technologies to validate the end-to-end user journey.; ; Testing Procedures & Tools; Screen Reader Validation: We test chat functionality with the latest versions of NVDA, JAWS, and VoiceOver. This ensures that dynamic content, such as new incoming messages or status alerts, is properly announced to the user using WAI-ARIA live regions.; ; Keyboard-Only Navigation: Our teams verify that all interactive elements, including message input fields, emoji pickers, and attachment buttons, are fully operable via the keyboard alone, maintaining a logical tab order without "keyboard traps".; ; Contrast and Reflow: Testing includes verifying that the chat widget remains functional at 200% zoom and maintains a minimum contrast ratio of 4.5:1 for all text.; ; User-Centric Feedback: We collaborate with accessibility specialists to simulate real-world interactions, ensuring that our AI-powered virtual agents provide clear, perceivable responses for all users.
• Onsite support: Yes, at extra cost
• Support levels: XBP Europe provides three structured support tiers for the EON platform, designed to scale with your organization's operational needs and criticality.; ; Support Tiers & Costs; Standard Support: Provides access to our online service desk and email support during UK business hours (08:00–17:00, Mon–Fri). It includes a 99.5% uptime SLA and is included at no additional cost with the platform subscription.; ; Premium Support: Features a named Technical Account Manager (TAM), monthly service reviews, and extended support hours (08:00–20:00). It offers a higher 99.99% uptime SLA and live chat/phone support. Pricing starts from £2,500 per month.; ; Dedicated Support: Our highest level, providing 24/7/365 coverage. This includes both a dedicated TAM and a Customer Success Manager (CSM) to oversee bespoke service requirements and strategic alignment. Pricing starts from £5,000 per month.; ; Technical Support Resources; We offer specialized engineering resources based on the following professional day rates:; ; Level-1 Support Engineer: £300; ; Level-2 Support Engineer: £433; ; Level-3 Support Engineer: £500; ; Technical Manager: £633; ; All support staff undergo mandatory BPSS vetting, with SC-cleared engineers available for sensitive government projects
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: XBP Europe provides a structured onboarding process for the EON platform, designed to ensure a timely and smooth system setup. We support users through a combination of expert-led services and comprehensive resources:; ; Implementation & Design Support: Our in-house Google Certified experts and solution design team provide direct management and support during the initial deployment.; ; Training Services: We offer training to optimize the use of our cloud-based software. While the platform is a no-code environment, our readily trained staff assist in setting up and tuning the system to meet your specific process flows. These services are available as part of our Cloud Support lot and can include onsite or remote sessions as required by the project scope.; ; Documentation & Guidance: Users have access to detailed technical documentation, including API guides (Swagger, HTML, PDF) to facilitate integration with legacy architectures.; ; Post-onboarding Support: Once live, users are supported by our ServiceFirst model, which provides 24/7 technical assistance via telephone, chat, and email.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: XBP provides a structured end-of-contract data extraction process for EON focused on data portability and security.; ; Data Export Options: Users can extract data via a self-service portal or scheduled automated exports to client SFTP systems. EON supports industry-standard formats, including CSV, JSON, XML, and Tab Delimited.; ; Exit Process: For large-scale transitions, XBP establishes a dedicated Exit Project Team up to 12 months before contract expiry. We collaborate on a detailed Exit Plan covering data migration, knowledge transfer, and system decommissioning to prevent supplier lock-in.; ; Secure Transfer: All data transfers use encrypted channels (SFTP or REST APIs over HTTPS) with checksums for validation. Migration includes all scanned images, metadata, indexing, and comprehensive audit logs.; ; Post-Contract Rights: Customers retain 12-month data access rights following contract expiry to ensure continuity during long-term transitions.; ; Compliance and Disposal: All activities comply with GDPR and the Data Protection Act 2018. Upon successful transition and buyer validation, XBP performs secure data destruction and provides destruction certificates as proof of disposal.
• End-of-contract process: XBP establishes a dedicated Exit Project Team 12 months before contract expiry, collaborating on detailed Exit Plans covering data migration, knowledge transfer, testing, and system decommissioning. We continue providing services until termination date while executing exit arrangements.; ; Contract Inclusions: Standard contract pricing typically includes the core services, data migration planning, secure encrypted data transfers with validation, and basic exit coordination.; ; Additional Costs: XBP uses two exit cost approaches agreed during contract phase:; ; Pre-estimate at contract commencement; Time & Materials based on price book; Investment Recovery Fees: Unrecovered investment costs are charged on a declining monthly schedule (e.g., £100 investment over 60 months terminated at month 48 = £20 fee).; ; Termination Charges: Some contracts include fixed termination fees (e.g., £125,000 after second anniversary).; ; All exit charges are quoted in advance with commitment to reasonable and fair pricing. Data conversion to customer-specified formats may incur pre-agreed expenses.
• 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: The EON platform is designed as a cloud-native, web-based solution. Because of its open architecture, there is no functional difference between the mobile and desktop versions; both offer the same core capabilities via a standard web browser.; ; Uniform Functionality: Users access the same digital workflows, automated tasks, and real-time analytics on both platforms.; ; Responsive Design: The interface adapts to smaller screens, utilizing larger touch targets and simplified navigation to ensure usability on smartphones and tablets.; ; Remote Management: Both versions support full management of virtual workforces.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: EON platform features a centralized, web-based service interface designed for high-speed business process automation and provides users with:; ; Centralized Management: One integrated platform to manage digital workflows, virtual workforces, and robotic tasks, eliminating need for multiple IT partners.; ; No-Code Environment: User-friendly "plug-and-play" architecture that allows for timely system setup without requiring specialized coding knowledge.; ; Real-Time Visualization: Interactive dashboards and visualization tools for tracking automated tasks, validating data via an inbuilt rule engine, and viewing detailed process analytics.; ; Seamless Integration: Utilizes APIs to interact with all major platforms and legacy software architectures, supported by Image Recognition and OCR for VDI environments.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: XBP Europe maintains its commitment to inclusivity by conducting comprehensive accessibility testing for the EON platform to ensure it meets WCAG 2.2 Level AA and EN 301 549 standards. Our testing methodology combines automated scanning with manual evaluation by accessibility experts and users of assistive technologies.; ; Assistive Technology Testing Procedures; Screen Reader Compatibility: We test critical workflows, such as dashboard navigation and bot configuration, using the latest versions of NVDA, JAWS, and VoiceOver. This ensures that WAI-ARIA roles, semantic structures, and dynamic content changes are correctly interpreted and announced.; ; Keyboard-Only Navigation: Testing is performed to verify that all interface elements are operable without a mouse, maintaining a logical tab order and visible focus indicators.; ; Low Vision Support: We validate high-contrast settings and zoom functionality up to 200% and 400% to ensure content reflows correctly without loss of functionality.; ; User Feedback Integration: Observational testing with users who have diverse abilities helps identify interaction-level barriers, such as complex pointer movements or confusing reading orders, that automated tools might miss.
• API: Yes
• What users can and can't do using the API: Using the EON API, users can facilitate seamless integration and automate digital workflows between the platform and third-party systems.; ; Capabilities: Setup and Changes; Automated Data Pipelines: Users can set up the service by creating automated data pipelines that capture and scrape content from the web or ingest data from various database engines.; ; System Interoperability: Through the API, users can configure EON to interact with all major platforms and legacy architectures, ensuring data flows are automated without manual entry.; ; Dynamic Workflow Changes: Users can make real-time changes to process flows, such as adjusting business rules or triggering specific robotic tasks based on external system events.; ; Remote Management: The API allows users to remotely monitor and manage virtual workforces and automated tasks, integrating these functions into existing enterprise management tools.; ; Limitations; UI Dependency: While the API is robust, EON specifically uses APIs that interact with the UI for certain robotic tasks; changes requiring complex physical interface adjustments may require manual configuration.; ; No-Code Constraint: The "plug and play" architecture is designed for ease of use without coding; highly bespoke deep-code customizations may be limited by this open but structured framework.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The EON platform offers a highly flexible, modular architecture that allows for extensive customization without the need for complex coding.; ; What Can Be Customized-; ; Business Rules and Automation: Users can configure an inbuilt rule engine supporting over 500,000 business rules to automate validation and decision-making processes.; ; Service Selection: Organizations can implement the entire suite or select specific products to create a tailored automation ecosystem.; ; Dashboards and Reporting: Configurable real-time dashboards and visualization tools allow for the creation of intuitive charts and reports tailored to specific KPIs.; ; Workflows: Digital workflows are customizable to align with unique organizational process flows and virtual workforce management.; ; How Users Can Customize-; ; Customization is achieved through a plug-and-play no-code environment. Users establish a system baseline, and machine learning capabilities tune and optimize the system over time. Integration with existing legacy architectures is facilitated via APIs that interact seamlessly with user interfaces.; ; Who Can Customize-; ; Internal Managers: Can identify performance issues via real-time dashboards and implement necessary changes before problems arise.; ; Trained Personnel: XBP Europe's staff can assist in setting up and tuning the system during the onboarding phase.; ; System Administrators: Can configure modular components, business rules, and integration points through the platform's central management interface.

Scaling

• Independence of resources: Dedicated Infrastructure: Each customer operates on separate virtual infrastructure with dedicated servers and storage. No shared environments exist, ensuring complete isolation.; ; Network Segmentation: Fully segregated environments (DEV, UAT, PROD) using separate network segments, firewalls, and access controls. Filtering rules prevent cross-contamination.; ; Multi-Level Isolation:; ; Compute isolation: Hypervisor separation and isolated VMs.; ; Storage isolation: Encrypted data at rest with tenant separation.; ; Network isolation: Private links and security groups.; ; Auto-Scaling Infrastructure: Dynamic load balancing and auto-scaling handle varying workloads without affecting other users.; ; Capacity Management: Continuous monitoring projects capacity requirements and allocates sufficient resources to prevent issues.

Analytics

• Service usage metrics: Yes
• Metrics types: EON provides comprehensive service metrics through integrated real-time dashboards and XBP’s Athena visualization platform.; ; Key Metrics Provided:; ; Automation Performance: Success rates of smart bots, task volumes, and error reduction levels.; ; Process Efficiency: Throughput, latency, and time-savings per automated workflow.; ; System Health: Resource utilization and system load for the virtual workforce.; ; MI Reporting: Monthly Management Information (MI) reports on agreed KPIs, delivered via a dedicated Client Relationship Manager.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

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
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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

Data importing and exporting

• Data export approach: Users can export data from EON through three primary methods:; ; Self-Service Portal: A secure web interface allows users to perform on-demand exports of general data and reports in CSV, JSON, XML, and Tab Delimited formats.; ; Automated SFTP: For high-volume requirements, EON can be configured to deliver automated data packages (including images and metadata) to client SFTP systems on a scheduled basis (e.g., hourly or daily).; ; API Integration: Developers can use REST APIs to programmatically query and extract structured data, audit logs, and validated process metadata into third-party systems.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: XBP guarantees multiple availability levels depending on service type:; ; Core Service Availability:; ; 99.7% availability during operational hours (excluding scheduled maintenance); 99.52% portal availability during business hours (08:00-18:00, Mon-Fri); Critical Services:; ; 100% availability for high-priority file deliveries; 99.5% service availability target for 24x7x365 support; Service Credits for Failures: When availability falls below guaranteed levels:; ; Below 98%: 1 service credit per hour of unscheduled downtime; Below 97%: 2 service credits per hour of unscheduled downtime; Single downtime exceeding 3 hours: 5 service credits per hour; Additional SLAs:; ; Incident resolution: 98% within 2-4 hours (Severity 1-2); Service desk response: 95% calls answered within 15 seconds; Problem resolution: 95% root cause identification within 10 working days; Service credits provide monetary compensation for SLA breaches, with downtime tracked from problem identification to resolution.
• Approach to resilience: Available on request.
• Outage reporting: XBP Europe provides transparent, real-time outage reporting for the service through three primary channels, ensuring both technical and administrative teams stay informed:; ; Public Dashboard: Users can monitor global service health via the AWS Health Dashboard. This public-facing interface provides a chronological log of service status, scheduled maintenance, and any performance degradations affecting the region.; ; Service API: For automated monitoring, technical teams can utilize the AWS Health API. This allows organizations to programmatically ingest health events into internal dashboards or "self-healing" infrastructure workflows, ensuring real-time awareness without manual polling.; ; Email and Proactive Alerts: Users can subscribe to personalized notifications via AWS Health Aware (AHA). Alerts are delivered instantly through email, SMS, or enterprise tools like Slack and Microsoft Teams whenever an event impacts their specific account or resources.; ; Additionally, for localized issues, our internal TIMO system tracks individual support tickets, providing direct updates to affected users through the ServiceFirst portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: XBP restricts access through role-based controls with centralised authentication via Active Directory/LDAP. User interfaces are separated from management systems using segregated computers, operating systems, or virtualisation. Administrator and developer access requires reinforced controls including multifactor authentication, detailed logging, and regular reviews. All access follows the principle of least privilege. Authorisation requests are tracked through XBP's TIMO support desk system. Access rights undergo periodic reviews, conducted at least annually. Login restrictions limit access based on date/time thresholds and business needs.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: XBP follows comprehensive information security policies based on ISO 27001:2013 standards:; ; Core Framework: Information Security Program Charter (ISP-00) with over 100 security policies covering asset management, access control, encryption, firewall, and remote access. Policies follow HM NCSC Risk Management Framework mapped to CIS guidelines.; ; Compliance Standards:; ; ISO 27001:2013 certification across all production sites; GDPR compliance with Data Protection Officers; PCI DSS Level 1 certification; Cyber Essentials Plus; Reporting Structure: SVP of Information Security & Risk leads oversight. Site-level QSE, IT security, and physical security correspondents ensure implementation. Data Privacy Manager handles GDPR compliance.; ; Policy Enforcement: Mandatory security training for all employees with policies communicated through training sessions, intranet, and onboarding. Hard copies available at all sites. Annual legal register reviews ensure regulatory compliance.; ; Monitoring: In-house security teams conduct penetration testing, AI-driven threat detection, and strict access controls. TIMO incident tracking system ensures immediate reporting and resolution.; ; All policies are management-approved and regularly updated to maintain compliance with 29+ regulatory frameworks.
• 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: Tracking: All components tracked using Configuration Management Standard. Baseline configuration is maintained with industry-standard hardening (CIS, ISO, NIST). Life Cycle Standard governs acceptance through disposal.; ; Change Management: Change Management Control Standard governs all changes. TIMO tracks all changes with an audit trail. Every change requires approval and testing in segregated environments.; ; Security Impact Assessment: All changes undergo security impact assessments before implementation. Changes affecting security are reviewed by the Change Management Board. Risk assessments and documented back-out procedures are required.; ; Quality Controls: ITIL and COBIT-aligned processes ensure systematic baseline management. Approved software lists prevent unauthorized installations. Periodic audits evaluate compliance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threat Assessment: Continuous vulnerability scanning using advanced tools with real-time dashboards/SIEM systems. Proactive monitoring of external threat environment including threat intelligence collection and analysis. Comprehensive vulnerability assessment.; ; Patch Deployment Timeline: Risk-based remediation: Zero-day within 7 days, Critical 14 days, High 30 days, Medium 60 days, Low 180 days. All patches tested before production deployment.; ; Threat Intelligence Sources: Official vendor security updates via ISS-06.03 Standard. Industry vulnerability databases for component vetting. Real-time threat intelligence feeds with automated collection.; ; Process Integration: All vulnerabilities tracked through TIMO service desk. Components vetted against vulnerability databases before deployment. Digital signing ensures patch integrity.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Compromise Identification: Real-time SIEM monitoring with automated anomaly detection. Dual-layer logging (application/network) with AI-based systems. Intrusion Detection Systems continuously monitor threats.; ; Response Process: ISS-05.01 Incident Response Standard: detection, analysis, containment, eradication, recovery. TIMO creates immediate incident tickets. XBP-ISMS-A.5.3 handles identification, reporting, assessment, response.; ; Response Speed: Immediate reporting via ticketing/help desk. Real-time SIEM alerts to security teams. 24/7/365 SOC analyst coverage.; ; Advanced Capabilities: SOAR systems with threat hunting and behavioral analytics. Real-time dashboards with customizable reporting. Forensic procedures ensure comprehensive incident management.
• 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: Predefined Processes: Incident Response Standard defines comprehensive procedures for operational, physical, and technical incidents. TIMO system features automated workflows with customisable rules for common events.; ; User Reporting: Users report incidents via TIMO ticketing system, phone, email, or help desk contact. Any collaborator can immediately log incidents with real-time tracking. Complete audit trail maintained for all service requests.; Incident Reports: TIMO provides comprehensive reporting tools with insights to optimise service processes. Incident data supports client steering committees, SAS meetings, and weekly excellence reviews. Quality correspondents supervise resolution workflows with escalation procedures. Reports track incidents from to closure with automated collaboration features.
• Post-quantum cryptography secure: Yes

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: BSI
• ISO/IEC 27001 accreditation date: Wednesday 8 May 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: BSI
• ISO 9001 accreditation date: Wednesday 20 November 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3ba37840-a85c-401e-87e8-9fa41ba642f2
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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

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

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

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

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

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

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

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

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

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

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

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at daren.williams@xbpeurope.com. Tell them what format you need. It will help if you say what assistive technology you use.